Emeryville City Council
September 15, 2026

1. Cover Letter
Ms. Hazel Barry
Recreation Supervisor
City of Emeryville
1333 Park Avenue
Emeryville, CA 94608
Dear Ms. Barry:

AP3 Transportation is pleased to submit this proposal to operate the City of Emeryville’s 8-To-Go paratransit service and to provide optional on-call field-trip transportation in support of the Emeryville Senior Center. AP3 Transportation understands the program’s purpose and scope as a weekday, door-to-door shared shuttle serving eligible older adults and persons with disabilities within the 94608 service area, and we propose to deliver safe, reliable, and customer-centered service that aligns with the City’s requirements in Exhibit A and related RFP provisions.

AP3 Transportation brings experienced paratransit leadership and proven operational practices to this contract. Under the executive oversight of Mark Weinstein, our team will implement a disciplined start-up and mobilization plan that honors the City’s manifest process, prioritizes the use and coordination of City WAVs, and maintains ready contingency for field trips and same-day service needs. We commit to full compliance with the City’s contract, insurance, grant (Measure BB / A-CTC) and labor requirements, including Emeryville’s living-wage obligations, timely incident reporting, and the monthly trip-log invoicing specified in Exhibit A.

We are prepared to mobilize to meet the City’s anticipated September/October 2026 start window and to provide concentrated on-site support during go-live to ensure a smooth transition.

Please direct any questions or requests for clarification to our designated point of contact noted elsewhere in this proposal. Enclosed please find our complete proposal package and required submittal documents as requested in the RFP.
jibe le Linsepral
Alicia Paschal, President and CEO
AP3 Transportation
AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRANSPORTATION

2. Executive Summary
AP3 Transportation recognizes the City of Emeryville’s objective to deliver reliable, dignified curb-to-curb paratransit service for older adults and persons with disabilities within the 94608 service area, and to provide optional on-call field trips that support community activities. The City’s evaluation priorities—safety, quality, reliability, and best value—reflect the way we at AP3 design operations, train staff, and report performance. Our proposal is organized to demonstrate operational alignment with the RFP requirements, Exhibit A service standards, and the program constraints and inputs documented in the RFP Q&A.

AP3 Transportation will operate weekday door-to-door service that conforms to the Emeryville manifest process, prioritizes safe securement and passenger dignity for ambulatory and mobility-device riders, and provides flexible, auditable invoicing and reporting. We understand the City provides manifest creation via MySeniorCenter on the prior business day and will provide eligibility and manifest inputs; we will operate to that schedule while managing same-day add-ons and on-route contingencies consistent with the City’s policies. AP3 Transportation accepts the City’s primary use of City-owned WAVs and will coordinate substitution and escalation paths with the City to preserve service continuity. " Safe, ADA-comparable door-to-door service with PASS-aligned driver training and documented securement protocols
» Prior-day manifest reconciliation and driver briefings to reduce on-route variability » Primary use of City 14-passenger WAVs with a defined vendor escalation plan when City vehicles are unavailable
" Two-week intensive on-site go-live support and daily debriefs to stabilize performance at start-up
= Monthly invoicing with trip logs, KPI reporting, and grant-compliant documentation AP3 Transportation’s executive and local management commitments begin with executive oversight by Mark Weinstein, who will serve as the senior operational sponsor for the contract and be available for escalation and start-up leadership. Mark will also hold day-to-day responsibility for oversight of the operations and regular City coordination. AP3 Transportation Road Supervisors will be accountable for scheduling, dispatch, and driver supervision. Our safety program will be led by Reggie Reese, an experienced public transportation safety consultant to ensure our Road Supervisors and CDL-certified employee drivers receive PASS passenger assistance, defensive driving, and incident response training before they operate revenue service.
see me | AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

Operationally, AP3 Transportation will use disciplined pre-shift procedures, manifest reconciliation, vehicle assignment standards, and documented same-day decision protocols.

When the City provides the prior-day MySeniorCenter manifest, we will verify mobility-device accommodations, PCA assignments, and routing issues before preparing driver packets and completing pre-shift vehicle inspections. Drivers will provide curb or front-door assistance only and will follow securement and lap-belt requirements consistent with Exhibit A and the Emeryville Rider Guide. City responsibilities—including eligibility, manifest creation, and maintenance and fuel for City-owned vehicles, as reflected on the monthly reimbursement invoice—will be incorporated into our operational handoffs.

For optional field trips, AP3 Transportation will acknowledge City requests and confirm availability within the RFP-specified timelines. We will prioritize the City’s WAVs where appropriate and propose vendor vehicle use only when group size, distance, or scheduling conflicts require it. Field-trip pricing will be presented in clear hourly, mileage, or flat-fee options and will require pre-approval for overtime or extended wait times; invoicing will include trip logs and the post-trip documentation required by Exhibit A.

AP3 Transportation will deploy proven maintenance and safety platforms to improve reliability and transparency, including a maintenance-tracking system, in-vehicle event video, and AVL for operational visibility. Safety occurrences, injuries, or service disruptions will be reported to the City within the 24-hour timeframe required by Exhibit A, followed by a written investigation and corrective action plan.

Our pricing approach presents clear, auditable scenarios for the City’s review, including separate cost lines for door-to-door service and field trips and the three operating-day scenarios the City requested. AP3 Transportation is submitting a complete Bid Submittal package with Attachment B pricing worksheets, Attachment C exceptions (if any), evidence of insurance meeting Exhibit B requirements, and the required W-9 and administrative forms as part of the hard-copy submission. We commit to transparent assumptions and documentation to support City evaluation and grant auditing requirements.

AP3 Transportation will monitor contract performance through structured KPls, routine supervisory ride checks, and a continuous improvement cadence that includes monthly performance reviews and on-demand corrective action. Our objective is measurable improvement in on-time performance, minimal missed trips, high vehicle uptime, and a low complaint rate, while preserving passenger dignity and adherence to the City’s living wage and grant compliance obligations.

AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRANSPORTATION
AP3 Transportation offers Emeryville a focused, experienced paratransit operator with local executive leadership and a nearby facility available for rapid escalation, a practical transition plan to protect continuity, and a technology-enabled safety and maintenance framework to reduce operational risk. We welcome the opportunity to partner with the City to deliver safe, reliable, and cost-effective mobility for Emeryville’s seniors and residents with disabilities. pe | AP3 Transportation Proposal to Provide : ey ~ a | . . . . Hransp . ¢ TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

3. Understanding of Project Needs
AP3 Transportation recognizes the 8-To-Go program’s central purpose: provide safe, reliable door-to-door shared shuttle service for Emeryville Senior Center participants and eligible paratransit riders within the 94608 zip code during weekday Senior Center hours, with optional on-call field trip support. The RFP and accompanying Q&A make clear that the City defines eligibility, manages reservations, and supplies the daily manifest; AP3 Transportation will operate under that City-provided operational framework and align our procedures to the manifest and the Senior Center’s scheduling practices,
The manifest and reservation process is a primary operational input. The City constructs manifests using MySeniorCenter and delivers the prior business day (typically between 4:00— 5:00 p.m.), and same-day ride requests are handled through a separate line with driver discretion for acceptance. AP3 Transportation will treat the prior-day MySeniorCenter manifest as the authoritative schedule for planning, and we will reconcile it formally on receipt to identify data gaps, mobility accommodation needs, or timing conflicts prior to driver briefings and vehicle allocation.

The City currently provides two 14-passenger electric WAVs for the program and intends to continue using them while planning vehicle replacement in FY2026—2027; the City has confirmed responsibility for maintenance and fuel for City-owned vehicles, and these costs are to be included in the monthly invoice packet for reimbursement. AP3 Transportation will prioritize use of City WAVs for trips requiring lifts and securement and will coordinate closely with City maintenance staff on vehicle condition, acceptance criteria, and any required documentation for pass-through maintenance/fuel charges.

Service volume and operating-window expectations provided by the City shape staffing and fleet planning. The City estimates annual door-to-door trips will not exceed approximately 2,000 and anticipates up to 20 field trips per year, with typical program mileage and operating-day scenarios provided for planning. Current Senior Center operating hours and the City’s request for 6-, 7- and 8-hour cost scenarios define the baseline service window. AP3 Transportation accepts the City’s anticipated mobilization timing and will align start-up activities to the City’s target start window (September/October 2026) and the contract term framework described in the RFP materials.

Vehicle capacity for mobility-device riders is limited by the available WAVs and manifest sequencing; manifests do not currently include mobility device details, which increases reliance on accurate manifest reconciliation and clear communication with Senior Center staff.

Same-day ride variability and driver discretion create operational flexibility which will be AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRANSPORTATION
governed by clear SOPs. Field trips can require larger vehicles or different vehicle types and typically originate and return to the Senior Center, so planning must account for trip duration, vehicle assignment, and staff accompaniment. Lastly, grant funding (Measure BB and the City of Oakland contribution for 94608 residents) and City labor requirements (including the living-wage ordinance) impose reporting, audit, and compensation obligations that AP3 Transportation will satisfy.

AP3 Transportation will accept City inputs as authoritative while applying specific, practical controls to manage any challenges. Upon receipt of the prior-day manifest our operations team will perform a documented reconciliation to confirm passenger mobility needs, PCA status, and any manifest anomalies; we will flag and promptly escalate items requiring City clarification.

Drivers will receive pre-shift briefings based on the reconciled manifest, and dispatch will publish driver assignment packets that include passenger assistance notes and any special instructions provided by the City.

To manage vehicle availability and mobility-device demand, AP3 Transportation will adopt a vehicle allocation and substitution policy that prioritizes City-owned WAVs for trips requiring lifts or wheelchair securement, and uses contractor or third-party vehicles only when the City vehicles are unavailable or when group size/distance makes vendor vehicles more appropriate.

The City has indicated openness to vendor-provided vehicles for some field trips; AP3 Transportation will formalize an escalation and substitution protocol with the City that documents vehicle acceptance criteria, insurance and accessibility checks, and communication responsibilities in the event of substitution.

AP3 Transportation will implement a same-day ride Standard Operating Procedure (SOP) that preserves driver discretion while protecting manifest integrity and on-time performance. The SOP will require drivers to assess capacity relative to scheduled mobility-device trips, document acceptance or decline of same-day add-ons in the daily trip log, and escalate capacity or safety conflicts to a supervisor for resolution. All same-day additions and driver decisions will be recorded as “same-day ride add-on” per Exhibit A reporting needs, so the City can reconcile billed services and understand demand spikes.

For on-call field trips, AP3 Transportation will follow the RFP scheduling rules and the City’s Q&A guidance: accept requests submitted at least 10 business days prior and confirm availability within two business days, verify participant counts and accessibility needs, and assign vehicles and drivers that meet ADA securement and comfort standards. AP3 Transportation recognizes that field trips commonly depart from and return to the Emeryville Senior Center; we will coordinate trip leaders, confirm PCA and oxygen/security requirements in advance, and require City pre-approval for overtime or extended wait time billing consistent with Exhibit A.

AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

Contractual compliance and reporting are critical operational requirements. AP3 Transportation will submit monthly invoices accompanied by trip logs that include the data elements specified in Exhibit A (date, pick-up and drop-off times, destinations, passenger counts, same-day add-ons, ADA accommodations, and trip duration) and will provide the City with timely monthly summaries of KPIs and maintenance pass-through support for City-owned vehicles. All safety occurrences, injuries, or service disruptions will be reported to the City within the 24-hour window required by the RFP and followed by a written incident report and corrective actions plan.

AP3 Transportation will manage these program constraints by combining disciplined operations practices with proven tools and oversight. We will reconcile manifests daily, stage contingency vehicle and driver capacity for surge same-day demand, apply firm SOPs for same-day handling and field trip confirmation, and maintain audit-ready records to satisfy grant and living-wage obligations. Executive escalation and program governance will be available from AP3 Transportation leadership (including Mark Weinstein) to expedite decisions and to ensure a stable, customer-centered transition to service and ongoing operations. a, Wap, Cee AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

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4. Approach to Service Delivery

4.1. Daily Door-to-Door Paratransit Operations
AP3 Transportation will operate the daily door-to-door service in strict alignment with the RFP and Exhibit A. Our approach centers on reliable execution of the City’s prior-day manifest, disciplined driver preparation, safe ADA-comparable passenger assistance, rigorous vehicle readiness checks, and transparent trip documentation that supports monthly invoicing and grant reporting. Safety, timeliness, and respect for rider dignity will guide each operational decision.

AP3 Transportation will receive and reconcile the City’s prior-day manifest as the authoritative trip record. The City provides manifests via MySeniorCenter, typically delivered the business day prior (reported timing: between 4:00-5:00 p.m.). Upon receipt, an operations supervisor will validate passenger records, flag mobility device needs, confirm PCA designations, identify potential capacity conflicts, and prepare the driver assignment packets for the subsequent operating day.

Element Key Activities
an
Inputs (City /
Contractor)
Deliverable / Outcome
Manifest receipt &
reconciliation
Receive prior-day
manifest, verify
mobility/ PCA notes,
flag anomalies
City: MySeniorCenter
manifest; Contractor:
reconciliation SOP
Verified manifest and
driver assignment
packets
Driver pre-shift &
vehicle checks
DVIR, briefing, route
sequence, special
instructions
Contractor: passenger
assistance and
sensitivity trained
drivers; City: special
needs notes
Signed pre-shift
checklist and vehicle
ready for service
Passenger assistance & Boarding, City: eligibility & PCA ADA-compliant securement curb/front-door escort, | info; Contractor: boarding with securement checks, securement procedures | documented
lap-belt verification securement
Same-day add-ons &
escalation
Record driver-accepted
same-day rides,
supervisor escalation
for capacity
City: same-day policy;
Contractor: SOP for
acceptance
Logged same-day
add-ons and updated
manifest
Vehicle allocation &
substitution
Assign City WAVs for
device trips; stage
substitute vehicles
when needed
City: two 14-passenger
EV WAVs /
maintenance
responsibility;
Contractor:
substitution pool
Matched vehicle
assignments with
contingency plan

TRANSPORTATION
AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

Incident reporting &
follow-up
Immediate notification,
24-hour report,
investigation,
corrective action
City: Exhibit A reporting
requirements;
Contractor: safety
investigation lead
Incident notification
and corrective-action
report
AP3 will staff the operation with commercially licensed drivers (CDL) who hold passenger endorsements. Our drivers will follow a strict pre-shift sequence. Each driver will complete and submit a documented DVIR before pull-out. The operations supervisor will conduct a concise briefing covering the manifest sequence, mobility device accommodations, PCA assignments, same-day add-on expectations, and any special passenger instructions. Drivers will confirm lift and securement function prior to accepting passengers.

AP3 Transportation’s passenger assistance protocols mirror the RFP and Rider Guide limits.

Drivers will provide curb or front-door escort only and will not enter private residences. Drivers will assist with boarding, alighting and securement equipment operation but will not lift passengers beyond safe securement assistance. Wheelchair users must have lap belts and functional brakes; drivers will verify securement compatibility before departing. Personal Care Attendants travel per City policy; drivers will honor PCA designations shown on the manifest.

Same-day ride handling will respect the City’s guidance and driver discretion. Drivers may accept same-day add-ons when vehicle capacity and scheduled mobility-device accommodations permit. All same-day additions accepted by a driver will be recorded as “same-day ride add-on” in the trip record, and any capacity conflicts that cannot be resolved on-route will be escalated immediately to the operations supervisor for reassignment or managed decline per the SOP. Supervisor decisions and the rationale for any declined same-day requests will be documented for City review.

Vehicle allocation will prioritize the City’s WAVs for trips that require lifts and securement. AP3 Transportation will coordinate routine staging and assignment so City-owned 14-passenger EV WAVSs are used first for mobility-device trips; contractor vehicles will be used as a planned escalation when group size, distance, or City vehicle availability requires substitution. AP3 Transportation recognizes the City is responsible for maintenance and fuel costs for City-owned WAVs per the Q&A; the contractor will nevertheless perform daily readiness checks and will coordinate any discovered defects with City maintenance staff and the maintenance coordinator to minimize service disruption.

Incident handling and safety reporting are integral to operations. AP3 Transportation will provide immediate preliminary notification for any safety occurrence and will deliver a full written incident report within the 24-hour timeframe required by Exhibit A. The Safety & Training Lead will manage investigations, collect supporting evidence (including video or AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

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telematics data where available), determine root cause, and document corrective actions.

Drivers involved in reportable incidents will be removed from service pending investigation and any required DOT post-accident testing or remedial training.

AP3 Transportation will deploy targeted technology to improve service transparency and safety without claiming technology beyond the provided inputs. AVL and real-time location tools will be used to monitor run progression and support on-time performance management. On-board video systems will be used for safety review and incident corroboration. A maintenance management tool will track DVIR follow-up, PM schedules and road-call histories to support vehicle readiness. These systems will assist operations and maintenance teams in maintaining service reliability and in producing auditable records for City and grant reporting.

Trip documentation and monthly invoicing will follow Exhibit A requirements. AP3 Transportation will log each door-to-door ride with the essential fields requested by the City:
date of service, pick-up and drop-off times, destination, number of passengers transported, same-day ride add-ons, ADA passenger accommodations, and trip duration. Monthly invoice packets will include trip logs and supporting documentation that permit City reconciliation and grant audits. Any pass-through items related to City-owned vehicle maintenance or fuel will be presented in the monthly invoice packet per the Q&A direction.

Contingency procedures will be practiced to maintain continuity. Road-call events will trigger immediate dispatcher action: troubleshoot, dispatch a technician, and dispatch a staged replacement vehicle to complete passenger trips. If a City-owned WAV experiences a mechanical issue, AP3 Transportation will coordinate repair priorities with City maintenance staff and will implement the substitution plan to avoid missed trips. Operational metrics, complaint trends and road-call frequency will be reviewed regularly by the operations supervisor and escalated as necessary to AP3 Transportation’s senior leadership for corrective action.

Performance monitoring and continuous improvement will be ongoing. AP3 Transportation will use supervisory ride checks, DVIR analytics and system reports to identify coaching and training opportunities. Monthly KP] summaries — including on-time performance trends, missed trips, road-call incidents and complaint counts — will be delivered to City staff for collaborative performance reviews. Executive oversight will be provided by Mark Weinstein, and safety direction will be led by Reggie Reese, ensuring accountable leadership, rapid corrective action and continuous alignment with Emeryville’s expectations. a | AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

4.2. Optional On-Call Field Trip Transportation
AP3 Transportation will accept field trip requests submitted by the City and will follow the RFP scheduling expectations: we will acknowledge receipt immediately and provide formal availability confirmation within two business days of a City request. Our intake process captures the essential trip data (date, departure/return times, number of participants, accessibility needs, pick-up and drop-off location, trip leader contact, estimated trip duration and any special instructions). Where the City’s standard practice applies, AP3 Transportation will plan for field trips that typically depart from and return to the Emeryville Senior Center and will size staffing and vehicles to match the City’s anticipated annual need of approximately 20 field trips per year.

Vehicle selection will default to the City’s two 14-passenger EV WAVs for trips that require lifts or multiple wheelchair securements. When group size, trip distance, or scheduling conflicts require a different vehicle type, AP3 Transportation will propose vendor-provided ADA-compliant vehicles as an agreed escalation option. All vehicles proposed by AP3 Transportation for field trips will meet the RFP’s accessibility and safety standards (functional lifts/ramps, securement systems, seat belts, heating/air conditioning). AP3 Transportation will coordinate vehicle assignments with City staff during confirmation and will not place a trip in service until accessibility needs are verified and equipment checks are complete.

Drivers assigned to field trips will meet the same qualification and training standards required for regular 8-To-Go service: required licensing, background clearances, PASS-aligned passenger assistance training, defensive driving, and incident/emergency procedures. AP3 Transportation drivers will assist participants for curb/front-door escort, operate lifts/securement systems, and follow the City’s PCA and service animal policies. For participants traveling with oxygen or other special medical equipment, intake will capture requirements in advance; where necessary we will coordinate trip acceptance, securement methods, and any City-required trip leader accompaniment.

Pre-trip preparation will include a documented vehicle pre-trip inspection and a driver briefing that reviews the manifest, accessibility accommodations, trip itinerary, contact information for the trip leader, and contingency plans. AP3 Transportation will maintain maintenance readiness using a formal maintenance tracking process and will coordinate with the City regarding City-owned WAV maintenance and fuel documentation to be included with the monthly invoice packet, consistent with the RFP Q&A. If a vehicle becomes inoperable prior to or during a field trip, our road-call procedures will dispatch a replacement vehicle and technician and, if required, transfer passengers safely; any safety occurrence, injury, or service disruption will be AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

reported to the City within 24 hours and followed by a written incident report and corrective actions,
AP3 Transportation will present a transparent, separate field-trip pricing schedule for City review that can include hourly rates, per-mile charges, and/or flat fees per trip, and will show estimated costs for typical trip lengths (4-8 hours local trips and trips up to two hours travel time). Overtime, extended wait times, or itinerary changes will be billed only with prior City approval. All field trips will be invoiced monthly with supporting trip logs and a concise post-trip summary (departure/arrival times, passenger counts, accessibility accommodations provided, any incidents or deviations, and final cost), Where the City prefers alternative billing formats, AP3 Transportation will provide adaptable invoicing templates to facilitate grant and City financial reconciliation.
= Request timing: City submits field-trip request at least 10 business days before trip; AP3 Transportation acknowledges immediately and confirms availability within two business days.
= Participant count: City provides expected participant total and number of mobility-device users for vehicle selection.
" Accessibility needs: City indicates wheelchair, PCA, service animal, oxygen or other special accommodations at intake.
" Vehicle assigned: City WAVs prioritized; vendor ADA vehicle escalation when required; vehicle type confirmed at time of booking.
" Cost estimate & confirmation: AP3 Transportation provides estimated cost (hourly/mileage/flat) with any overtime rules; City must pre-approve overtime or itinerary changes.

4.3. The Importance of Utilizing Trained & Certified Employee Drivers
Selecting a transportation provider that utilizes certified, W-2 employee drivers ensures a level of oversight, accountability, and specialized care that independent contractor models (such as Uber, Lyft, or SilverRide) cannot legally or operationally guarantee. Because AP3 will utilize only employee drivers who hold CDLs with passenger endorsements, AP3 can guarantee the City that the drivers serving the City’s senior and disabled population will have:
= Rigorous, Mandated Training: Under an employee model, AP3 can mandate comprehensive, paid training programs. This includes hands-on instruction in Americans with Disabilities Act (ADA) compliance, passenger assistance techniques ps a AP3 Transportation Proposal to Provide Ae A rf ; t TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

(PAT), wheelchair securement, CPR/First Aid, and defensive driving. Conversely, due to labor laws, independently contracted driver platforms cannot mandate specific training or dictate exactly how independent contractors perform their work. # Stringent Federal and State Compliance: Employee-based operators maintain direct oversight of drug and alcohol testing programs that comply with Federal Transit Administration (FTA) standards, including pre-employment, random, and postaccident screenings. Independent contractors are generally exempt from these rigid, ongoing corporate safety protocols.
"Consistency of Care and Sensitivity: Senior transit demands "door-to-door" assistance, rather than the standard curb-to-curb service provided by rideshare apps. Dedicated employee drivers foster a familiar, trusted environment for vulnerable passengers, leading to higher passenger satisfaction, reduced anxiety, and a significantly lower risk of incident or liability.

By choosing AP3 Transportation with a dedicated employee workforce, the City ensures a reliable, highly regulated, and empathetic service that meets the unique mobility and safety needs of the Emeryville senior community.

AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

5. Operational Capacity & Management

5.1. Staffing, Training, Labor Compliance and Customer Service AP3 Transportation will staff the Emeryville 8-To-Go service with a compact, locally managed team focused on safe, reliable door-to-door service and a high standard of customer care.

Executive oversight and start-up leadership will be provided by Mark Weinstein, with day-to-day operations managed by a local operations supervisor supported by dispatch, road supervision, maintenance coordination, and a dedicated customer service/complaint specialist.

Staffing levels will be sized to the City’s operating hours and expected trip volumes and will be finalized in the implementation schedule and Attachment B pricing worksheets.

AP3 Transportation will pursue incumbent outreach immediately upon notice to proceed and will recruit locally to augment the workforce as needed. Our hiring philosophy prioritizes continuity of service by offering qualified incumbent employees the opportunity to join the AP3 Transportation team, while maintaining robust external recruitment to ensure adequate candidate depth and contingency coverage. Recruitment practices will include community outreach at local venues to attract qualified drivers and staff from the 94608 service area.

Support staff at AP3 include:
» Dispatch / Reservation Support: Process prior-day manifests, manage same-day add-ons, issue driver assignments and maintain dispatch logs. * Road Supervisor(s): Conduct on-street checks, ride-alongs, remedial coaching and incident scene support.
"Drivers (revenue): Provide passenger assistance and sensitivity trained door-to-door service, conduct DVIRs, secure mobility devices and document trip records. » Safety Lead: Deliver initial and refresher training, lead incident investigations, maintain training records and DOT/FTA compliance.
= Maintenance Coordinator / Technician: Oversee DVIR follow-up, PM scheduling, road-call response and fleet readiness reporting.

AP3 Transportation’s pre-employment screening and vetting follow proven industry practice and the company’s standard policies and procedures. Candidates will undergo driving record checks (MVR) and will be enrolled in California DMV Pull Notice program, multi-jurisdiction criminal background screening, employment and reference verification, DOT-compliant pre-employment physicals, and pre-employment drug testing. AP3 Transportation will maintain audit-ready hire packages and will document all screening results in individual employee files. pa ro = AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-[o-Go Paratransit Services for the Community Services Department

Our driver training program will combine passenger assistance and sensitivity instruction, defensive driving, vehicle orientation, behind-the-wheel (BTW) practice, and customer service modules. New drivers will complete a structured curriculum that includes classroom instruction, BTW familiarization, mentored revenue time, and a documented probationary on-street review by a road supervisor. AP3 Transportation will maintain training records for each employee and provide refresher and remedial training as needed. Training content and cadence will incorporate industry best practices for securement, lift/ramp operation, emergency procedures, sensitivity and de-escalation techniques.

AP3 Transportation will fully comply with the City’s labor requirements, grant conditions and payroll obligations required by the RFP and Attachment F. This includes adherence to the City of Emeryville’s Living Wage and related employment standards, compliance with applicable prevailing-wage and Department of Industrial Relations requirements when applicable, procurement of the City business license, and cooperation with grant reporting obligations (Measure BB / A-CTC). AP3 Transportation will provide documentation to the City to verify living-wage compliance and other labor records promptly upon request in accordance with contract recordkeeping timelines. .

Customer service and complaint handling will be structured, timely and transparent. All rider comments, compliments and complaints will be logged and tracked, Urgent safety or service matters will receive immediate managerial attention and a preliminary response to the complainant and City staff within 48 hours; non-urgent matters will be investigated and responded to within seven calendar days where practicable. Safety-critical incidents will be reported to the City within the 24-hour timeframe required by the RFP Exhibit A and followed by a written incident report with corrective actions and root-cause analysis.

Supervisory oversight and performance monitoring will combine technology, field observation and data reporting. AP3 Transportation will use DVIRs, road-supervisor ride-checks, and telematics/AVL and on-board event camera data to monitor on-time performance, securement compliance, and driving behavior. Road supervisors will conduct routine observations and document coaching or remedial actions.

To support employee retention and operational quality, AP3 Transportation will deploy recognition and incentive measures for frontline staff and technicians. These programs reward safety performance, attendance, customer service excellence and technician certification attainment. Incentives for technician certifications and structured recognition for exemplary service will help sustain a stable workforce and maintain high fleet and service reliability.

AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRANSPORTATION
AP3 Transportation recognizes that some of our LL
__“AP3 pays some of the highest starting wages
_ in the industry, which greatly improves our
__ ability to hire and retain employees. Because
competitors, and companies that utilize the
independent contractor model for their drivers, are
ina “race to the bottom” with employee wages in they're fairly compensated, AP3 employees attempt to achieve the lowest rate. Our company _ have higher job satisfaction, which contributes philosophy is quite different. We pay some of the _ to an enhanced degree of customer service and highest starting wages in the industry, which serves overall empathy.” a couple of purposes that both the company and our
clients benefit from. It greatly improves our ability to hire and retain employees. Because they’re fairly compensated, our employees have a higher level of job satisfaction, which contributes to an enhanced degree of customer service and overall empathy.

AP3 Transportation will retain all operational and training records required by the contract and applicable law in an audit-ready format for the duration required by the City. Records will include hire documentation, training completions, DVIRs, maintenance work orders, trip logs, incident reports and payroll records. AP3 Transportation will make these records available to the City upon request and will respond to documentation requests within the timeframes specified by the contract and the City’s Living Wage and audit provisions.

AP3 Transportation’s staffing, training, compliance and customer service approach is grounded in operational experience and designed to deliver safe, courteous and reliable 8-To-Go service.

Executive leadership will be available for escalations and strategic support throughout the contract term to ensure continuous alignment with Emeryville’s service expectations and grant and labor obligations.

TAPTCO Driver Training
AP3 Transportation partners with the Transit and
Paratransit Company (TAPTCO) to provide the
training program used to train our professional
drivers. The TAPTCO training courses are video
based to clearly show the desired behaviors of a
professional vehicle driver in an understandable
and straightforward manner. Throughout the
videos, TAPTCO provides techniques to maintain trainee attention such as driver pop-ups, alternative views, and many stops to encourage discussion. This allows us to provide a level of depth and rich, system-specific training that goes beyond a “check-the box” curriculum.

AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRAN
The courses offered by TAPTCO were professionally created by transit industry experts, industrial psychologists, and adult learning strategists, and present the latest in training best practices. The Driver Training Program has been designed to maximize the success rate of each trainee through a mixture of classroom and behind the wheel instruction. This strategy allows trainees to have hands-on, practical experience with each set of classroom skills they study, providing for maximum retention of material. This also allows less experienced trainees to have a significant amount of driving time throughout the program.

The TAPTCO module-based training program provides comprehensive training in federal, state, company, and contractual requirements; safe vehicle operations; customer service, passenger awareness and sensitivity; accident and incident procedures; and service policies and procedures, Our trainer will be qualified to train in the subject areas to which they are assigned and will hold current certifications for any areas of training that require a certified instructor.

AP3 Systems will maintain documentation of all training provided to drivers and will ensure that each employee’s training file shows all training which that employee has received.

Following is a list of the training modules that comprise AP3 Systems regular employee training program, which will be tailored to meet the needs of the 8-To-Go service. = Companywide Employee Orientation
= Drug Free Workplace Training and Substance Abuse Program " Defensive Driving
* Vehicle Orientation and Equipment Training including:
m Vehicle Safety
= Vehicle Familiarization
» Accessibility
= Pre- and Post-Trip Inspections and Associated Forms
= Route Familiarization
= Passenger Assistance Techniques
= Behind the Wheel (BTW) Training/Route Familiarization Trainees are tested frequently on their knowledge of operational policies and procedures. To graduate from the program, trainees must demonstrate mastery of all operational policies, procedures, safe and defensive driving, and technical driving skills. Trainee attitude regarding courtesy and customer relations, specifically sensitivity awareness, will also factor into each trainee's final evaluation.

We believe a positive attitude is critical to the success of the operation. Therefore, any trainee who fails to exhibit a positive attitude through such things as punctuality, class participation AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

and homework completion during the training program is considered as not having completed the training program and will not be retained as a probationary employee.

Once a driver completes training and is released to active service, an AP3 Transportation Supervisor will conduct on-street monitoring during the driver’s first shift and again during the driver’s probationary review period.

Refresher Training
From time to time, drivers need refresher training due to new expectations, service trends, extended time off or performance issues. Our refresher training falls into three categories:
= Required Refreshers - Shortened versions of the driver training modules designed to keep topics fresh.
= Employee Development / Ongoing Training Topics - Any new policies and procedures are covered in these meetings.
» As-Needed Training - Specific retraining typically required of an employee by a supervisor in response to an incident, complaint or for other reasons.

Driver Training Program
AP3 Transportation partners with TAPTCO (Transit and Paratransit Company) to deliver a comprehensive driver training program that prepares employees to provide safe, reliable, and customer-focused transportation services. Our training combines professionally developed video instruction, interactive classroom discussion, and extensive behind-the-wheel experience to ensure drivers are fully prepared for real-world operations.

TAPTCO's training curriculum was developed by transit industry experts, industrial psychologists, and adult learning specialists using proven instructional methods. The videobased courses present professional driving techniques in a clear, practical format while incorporating interactive elements such as discussion prompts, multiple camera perspectives, and knowledge checks to keep trainees engaged and reinforce key concepts. A syllabus for TAPTCO’s curriculum is included at the end of this section.

Our blended learning approach combines classroom instruction with hands-on driving experience, allowing trainees to immediately apply the skills they learn. This method improves knowledge retention, builds confidence, and provides less experienced drivers with valuable time behind the wheel before entering service.

The training program covers all federal, state, company, and contract requirements, with an emphasis on safe vehicle operation, customer service, passenger assistance, accessibility, AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

accident and incident procedures, and agency-specific policies and procedures. All training is delivered by qualified instructors who possess the certifications required for their assigned subject areas. AP3 Systems maintains complete training records for every employee, documenting all required certifications and completed coursework.

Driver Training Curriculum
The standard AP3 Transportation driver training program will be customized to meet the operational requirements of the 8-To-Go service and includes:
=» Company Orientation
=» Drug-Free Workplace and Substance Abuse Awareness
=" Defensive Driving
= Vehicle Orientation and Equipment Training, including:
o Vehicle Safety
o Vehicle Familiarization
o Accessibility Equipment Operation
Oo Pre-Trip and Post-Trip Inspections and Documentation = Route Familiarization
= Passenger Assistance Techniques
=" Behind-the-Wheel Training
Driver Evaluation
~ Throughout the training program, trainees are evaluated through written assessments, instructor observations, and behind-the-wheel performance evaluations. To successfully complete the program, each trainee must demonstrate proficiency in operational policies and procedures, defensive driving practices, technical driving skills, and safe vehicle operation.

Because professional transportation is built on exceptional customer service, trainees are also evaluated on their communication skills, courtesy, professionalism, and sensitivity to passengers. We believe technical ability alone is not enough; a positive attitude and commitment to serving the public are equally important.

Professional conduct is expected throughout the training process. Trainees are evaluated on attendance, punctuality, participation, and completion of assigned coursework. Individuals who do not meet these expectations will not successfully complete the training program or continue in probationary employment.
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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

Post-Training Support
Training does not end when a driver enters service. After completing the program, each new driver receives on-road support from an AP3 Transportation supervisor during their first day of service and again during the probationary evaluation period. This additional coaching helps reinforce training, answer questions, and ensure a successful transition into independent operation.

Refresher and Continuing Education
AP3 Transportation recognizes that ongoing training is essential to maintaining safe, highquality service. Drivers receive refresher training whenever operational changes occur, following extended absences, or when additional coaching is needed. Refresher training is provided through three primary methods:
= Required Refresher Training — Condensed versions of core training modules designed to reinforce critical knowledge and maintain compliance. = Ongoing Employee Development — Regular training sessions covering new policies, procedures, service enhancements, safety initiatives, and operational updates. = Performance-Based Coaching — Individualized retraining provided by supervisors in response to incidents, customer feedback, performance trends, or other identified needs.

This continuous learning approach ensures AP3 Transportation drivers remain current on operational requirements, maintain the highest safety standards, and consistently deliver professional, courteous, and dependable service to every passenger. si mam Ar” AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

ee eee ee

TAPTCO&

TRANSIT AND PARATRANSIT COMPANY
NEW 2020 PARATRANSIT OPERATOR DEVELOPMENT SYLLABUS
DAYONA « “6Hours DAYSIX 7 Hours
CLs 60 Optional Welcome - Local information CLS Group6 30 Duty of Care CLS Groupi 30 Introduction to Professional Driving CLS Group7 30 ADA Compliance & Sensitivity Ge isroul2 Sately Hest Fyecuces BIW 180 On-the-road, subjects above CLS Group2 90 LLLC Defensive Driving ops 180 On-the-road, subjects above CLS Group2 60 Hazard Identification & Mitigation
DAY SEVEN 7 Hours
DAY TWO 7 Hours CLS Group? 30 . oe s with Mobility Challeng CLS Group3 30 Pre Trip Inspections CLS Group7 30 Mobility Devices PDS 60 Pre & Post-Trip Inspections BIW 180 On-the-road, subjects above OBS 60 Pre-Trip and Post-Trip Inspections OBS 180 On-the-road, subjects above CLS Group3 30 Mirror Adjustments & Reference Points
PDS 60 Mirrors and Reference Points
oss 60 Mirrors and Reference Points DAYEIGHT 7 Hours
CLS Group4 30 Preventing Rear End Collision CLS Group7 30 Types of Service CLS Group4 30 Preventing Intersection Accidents CLS Groups 30 Emergency Evacuations CLS Group4 30 Railroad Crossings BIW 180 On-the-road, subjects above CLS Group5 30 Pedestrian & Bicycle Awareness OBS 180 On-the-road, subjects above DAY THREE 6.5 Hours DAY NINE 6.5 Hours
PDS 30 Pre & Post-Trip Inspections CLS Group8 30 What To Do in the Event of an Accident OBS 30 Pre-Trip and Post-Trip Inspections BIW 180 On-the-road, subjects above CLS Group4 30 Preventing Backing Accidents OBS 180 On-the-road, subjects above CLS Group4 30 Merging, Lane Changing & Passing
CLS Group4 30 Adverse Driving Conditions
CLS Group5S 30 Preventing Driver Fatigue DAY TEN 7 Hours CLS Group5 30 Preventing Driver Distractions CLS Group9 30 Classroom Final Exam CLS Group5 120 Drug & Alcohol Awareness PDS 120 Lift Operations CLS Group5 30 Bloodbourne Pathogens PDS 120 Securement Systems CLS Group5 30 Wayfinding OBS 60 On-the-road, safe driving & routes CLS Group5 30 Hazardous Materials BIW 90 On-the-road, Final assessment CLS Group5 30 Employee Safety Reporting Program
DAY FOUR 7 Hours The above estimated times for the classroom training include the video run time and additional time for dassroom discussion.

CLS Group6 60 Professionalism & Customer Service
BIW 180 Closed Course
OBS 180 Closed Course
DAY FIVE 7 Hours
Cl\S Group6 60 Conflict and Aggression Management
BIW 180 On-the-road, subjects above
OBS 180 On-the-road, subjects above
Key TOTAL HOURS
CLS CLASSROOM 21
PDS PRE-DRIVING SKILLS 65
OBS OBSERVATION 215
BTW BEHIND THE WHEEL 19,5

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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

5.2. Vehicle Maintenance, Fleet Management and Safety
Systems
AP3 Transportation will implement a preventive, data-driven maintenance program that begins with rigorous daily pre- and post-trip Driver Vehicle Inspection Reports (DVIRs) and proceeds through scheduled preventive maintenance (PM) executed and tracked in a computerized maintenance system. Drivers will be trained to complete DVIRs accurately and to report any lift, securement, HVAC, or safety system concerns immediately to dispatch. PM intervals will follow OEM guidance and will be scheduled and enforced in Fleetio (or an equivalent maintenance management system) so that work orders, parts allocation, and technician assignments are auditable and timely.

Metric Target Reporting cadence
Preventive Maintenance (PM) 100% PMs performed on Monthly; overdue work order compliance schedule (+10% window) report
Vehicle uptime (available for 298% Monthly; immediate outage service) alerts
Road-calls / mechanical failures | <3 per 10,000 vehicle miles Monthly; immediate notification for major road calls
Incident reporting timeliness 100% preliminary notification Immediate; full investigative within 24 hours report within 5 business days
DVIR completion rate 100% daily submission Daily; monthly compliance summary
Road-call and replacement procedures will prioritize passenger continuity and safety. When a driver reports a disabling defect, dispatch will attempt remote troubleshooting, then dispatch a technician and a replacement vehicle as appropriate. If a City-owned WAV is affected, AP3 Transportation will coordinate repair actions with City maintenance contacts and will include any City-directed maintenance or fuel charges as line items in the monthly invoice packet per the RFP Q&A. For contractor-provided vehicle needs (e.g., field-trip escalation or temporary substitution), AP3 Transportation will deploy pre-staged accessible vehicles that meet securement, lift, and safety requirements so trips can continue with minimal disruption Safety and driver coaching are supported by onboard event video, telematics and AVL. AP3 Transportation will equip revenue vehicles with dual-facing Samsara cameras (or equivalent), G-force/event detection and a driver coaching workflow so safety events (hard braking, lift misuse, unsafe securement) are captured, reviewed, and used for targeted retraining. AVL tools will provide operations with real-time location and basic performance monitoring to support rapid response to breakdowns and late trips. All safety occurrences, injuries or service 2h) RATED SeTEL:

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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

disruptions will be reported to the City within the 24-hour timeframe required by Exhibit A and will be followed by a written investigative report that identifies root causes and corrective actions.

Technician development, parts management and warranty management are core reliability levers. AP3 Transportation will maintain parts inventory practices tied to Fleetio work orders, apply trend analyses to identify repeat failures and warranty opportunities, and conduct supplier escalation when component failure frequency exceeds thresholds. Technician competency will be reinforced through planned training, and AP3 Transportation will support certifications and performance incentives to retain skilled maintenance staff and improve repair quality and turnaround time.

The monthly invoice packet will include trip logs and, when applicable, City-owned vehicle fuel and maintenance pass-through detail consistent with the RFP Q&A. Fleet records, work orders and technician certifications will be available for City audit in accordance with contract record-retention requirements.

AP3 Transportation will convene regular performance reviews with City staff to review KPI trends and to implement corrective-action plans when performance deviates from targets.

These reviews will coordinate operations, maintenance and safety improvements, prioritize PM backlog resolution, and adjust resourcing or parts strategies as needed. This continuous-improvement cycle, supported by Fleetio analytics, Samsara evidence, and disciplined DVIR processes, will minimize downtime, improve rider experience, and keep the 8-To-Go WAVs and any contractor vehicles safe and dependable for Emeryville riders.

5.3. AP3 Operations and Maintenance Facility in Richmond By the time the Emeryville 8-To-Go contract commences in the Fall of 2026, APS Transportation will have relocated to our new, larger facility at 1101 Wright Avenue in Richmond, California, which is located just a short drive from the Emeryville Senior Center. This facility will serve as AP3’s “home base” supporting the City’s contract operations. The pictures on the following pages depict the new AP3 facility and its location relative to the City of Emeryville and Emeryville Senior Center.
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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

6. Experience, Qualifications and References
AP3 Transportation is a Bay Area paratransit and shuttle operator with demonstrated experience managing ADA-focused shared-ride programs, high-touch door-to-door services, and on-demand group/field-trip transportation. The company’s operating approach emphasizes passenger safety, compliance with all regulations, policies and procedures, reliable on-time performance, and clear, auditable reporting in support of grant-funded programs. AP3 Transportation’s capability statement documents operations across fixed-route support, call-center management, shuttle services, and paratransit, demonstrating a breadth of operational services applicable to the City’s 8-To-Go requirements.

AP3 Transportation is focused on high-quality services that drive a high level of customer satisfaction by combining our knowledge of operational efficiency and technology with our compassionate understanding of our passengers’ and employees’ needs.

Our East Bay Paratransit project provides a level of service like that required in Emeryville.

While the East Bay contract requires that we care for people with disabilities and protect them through their trip with us, our 8-To-Go operation will require the same level of care, compassion, and security.

Our contracting customers receive a heightened level of tailored services, while also receiving industry insights from long-time transit professionals. We encourage you to contact our reference to validate our claims.

6.1 AP3 Leadership Team
Our leadership and technical team combine decades of regional paratransit experience with operational and safety management depth. Mark Weinstein provides executive operations leadership and start-up oversight drawing on more than 35 years in transit and paratransit operations, including multi-project and large-fleet program management. A complete biography for Mark is included at the end of this section.

Reginald “Reggie” Reese, AP3’s Safety Consultant will lead our safety programs, bringing extensive industry certifications and experience developing passenger assistance and sensitivity DOT drug-and-alcohol compliance, and incident investigation programs. A complete biography for Reggie is included at the end of this section.

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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

Maintenance leadership experienced in fleet reliability and preventive maintenance will manage daily DVIR follow-up, PM schedules, and road-call response to minimize service disruption.

AP3 Transportation’s past performance examples in the provided materials illustrate relevant assignments and operational outcomes. Our most representative engagement includes operation of shared-ride paratransit for the East Bay Paratransit.

AP3 Transportation provides
shared-ride origin-to-destination
ADA paratransit for East Bay
Paratransit (AC Transit and BART).

AP3 Transportation’s fleet provides
a fleet of approximately 30
vehicles, as well as vehicle
operators, supervision, maintenance, and dispatch for the service. We provide the flexibility that enables East Bay Paratransit to quickly adjust system capacity to handle service spikes and meet unanticipated service challenges in a way that promotes service quality and cost effectiveness.

Our organizational approach integrates rigorous training, technology-enabled monitoring, and documented quality controls. Drivers receive passenger assistance and sensitivity training, as well as defensive driving instruction, supervised BTW and mentor-guided revenue shifts, and ongoing refresher and remedial training tied to supervisory ride-checks and on-board event reviews. Fleet and safety monitoring leverage preventive maintenance tracking, DVIR discipline, and event capture to support root-cause analysis and corrective actions. AP3 Transportation will provide monthly trip logs and KP] summaries consistent with the RFP and grant audit expectations.

AP3 Transportation welcomes direct verification of its experience and offers to provide full contactable references, complete project descriptions, detailed staffing résumés, sample training curricula, and maintenance logs upon request. These materials are available to support the City’s evaluation and to demonstrate our practical readiness to mobilize for the City’s anticipated September/October 2026 start window.

AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

Mr. Mark Weinstein, Vice President
Mark’s responsibilities for AP3 Transportation include operational oversight, budgeting, new business acquisition, planning and administration, community relations, and is the first point of contact for clients. For the City of Emeryville contract, Mark will oversee local staff as they meet the City’s contract requirements. Mark will lead contract negotiations and will lead the project team during start-up. Mark will be available in the event that the service needs to be revised and to provide operational support and technical expertise to the project team throughout the life of the contract.

Mark began a distinguished transportation career as a driver and dispatcher in the early 1990s.

For the past twenty years, Mark has served in increasingly responsible transportation managerial roles, including as General Manager of a multi-provider paratransit brokerage providing more than 700,000 paratransit trips per year in the East Bay region as a Veolia Transportation contract manager reporting to AC Transit. In 2014, Mark joined First Transit, a major international multi-modal transit and paratransit provider, as Area Vice-President, where he oversaw projects throughout California and Nevada which operated between 25 and 200 vehicles, delivering thousands of trips per day.

Mark started AP3 Transportation because he recognized that larger transportation providers were lacking the client support and operations culture needed to offer attractive, passengerfocused services provided by well-trained and service-oriented employees.

Mark is considered a transit and paratransit subject matter expert on the national level. He has extensive knowledge of and experience with scheduling, dispatch, operations, and project management. He is also considered an industry expert in the area of ADA paratransit eligibility certification due to his understanding of the varying and unique needs of customers that need an extra degree of attention and care, including students, customers with disabilities, and older adults. His extensive call center experience encompasses various telephony platforms, including call monitoring and recording systems, as well as on-board vehicle location and communication technologies. Mark graduated with a Bachelor of Science Degree in Organizational Behavior from the University of San Francisco in 2000 and is an active member of CalACT.

Mir. Reginald “Reggie” Reese, Safety Consultant
Reginald C. Reese served over 20 years in the U.S. Army, retiring as a Tank Commander and Certified Instructor on M-60, and M-1 Main Battle Tanks.

Transitioning to the civilian sector, he held executive Safety and Risk Management positions with international transit providers Veolia (now 2 ome Be,
Ar 3S AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

_Transdev) and Keolis Transit America, overseeing U.S. operations and representing American practices internationally. He completed advanced technical safety/risk management through the Transportation Safety Institute where he qualified as a TSI Instructor. Reggie served on the Federal Transit Administration's Transit Advisory Committee on Safety (TRACS) from 2022-2024 and as a Lytx (DriveCam) Customer Service Advisory member (2022). He retired as the Chief Safety Officer for Pierce Transit in Washington State. Now President of Reese Safety Management, LLC, Reggie continues his commitment to assisting transit entities like AP3 Transportation to deploy real-time safety and risk management processes at the ground level to keep employees, transit patrons and the public safe. a
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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

7. Innovation, Service Enhancements and Added
Value
AP3 Transportation recognizes the RFP’s encouragement of innovation and offers enhancements that directly support the City’s evaluation priorities: safety, on-time performance, accessibility, and transparent reporting. Our proposals emphasize three categories: (1) technology to increase operational visibility and safety; (2) operational practices to raise productivity and passenger experience; and (3) training and quality frameworks to institutionalize continuous improvement. Each enhancement is included in our pricing and will be implemented only with City agreement and in compliance with Measure BB / A-CTC grant terms and Emeryville labor and contracting requirements.

1. Technology Enhancement: Samsara Dual-Facing
Dash-Cams — Our proposal includes Samsara ™ samsara
state-of-the-art event capture for safety coaching,
claims support, and driver coaching, Cameras upload incident video for root-cause review and can be used to create targeted remedial training modules. The City will be granted access to the Samsara portal so that staff can track the 8-To-Go vehicles in real-time.

2. Productivity and Passenger Experience Enhancement: Motivated and WellCompensated Workforce - AP3 pays some of the highest starting wages in the industry, which serves a couple of purposes that both the company and our clients benefit from. It greatly improves our ability to hire and retain employees. Because they’re fairly compensated, our employees have a higher level of job satisfaction, which contributes to an enhanced degree of customer service and overall empathy.

AP3 Transportation recognizes that some of our competitors, and companies that utilize the independent contractor model for their drivers, are in a “race to the bottom” with employee wages in attempt to achieve the lowest rate. Our company philosophy is quite different, resulting in added value for our clients and their passengers.

3. Training and Continuous Improvement Enhancement: TAPTCO Training - At no additional cost to the City, AP3 is including the Transit and Paratransit Company (TAPTCO) training program used to train our professional drivers. The TAPTCO courses are video-based, including unique techniques to maintain trainee attention such as driver pop-ups, alternative views, and many stops to encourage discussion. 26 meme pment Ar 3 AP3 Transportation Proposal to Provide TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

This allows us to provide a level of depth and rich, system-specific training that goes beyond a “check-the box” curriculum. We are also including the expertise of an expert in safety training to oversee our safety programs and offer recommendations for continuous improvement.

AP3 Transportation will pair these enhancements with operational and training initiatives to secure durable benefits. We propose a formal prior-day manifest reconciliation workflow to ensure mobility-device needs and PCA designations are captured before dispatch. We will further integrate event video and telematics into a structured safety coaching loop led by our Safety & Training lead (as identified in our team materials) to convert incident data into targeted refresher and remedial training. For field trips, we offer an operational checklist and a vehicle-selection protocol that prioritizes City WAVs and defines clear escalation rules when vendor vehicles are required.
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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

8. Implementation, Transition and Start-up Plan
AP3 Transportation will manage the transition under a single, accountable governance structure led by our Vice President, Mark Weinstein. Mark will be the City’s single point of contact for transition matters, will coordinate daily readiness activities, and will chair regular status meetings with City staff. Executive leadership will remain engaged during mobilization to clear strategic roadblocks and ensure rapid decision making.

A structured kickoff will occur within one week of Notice to Proceed (NTP). The kickoff will confirm roles, communications protocols, escalation paths, and the detailed transition schedule. AP3 Transportation will deliver a written transition plan at kickoff that includes a contact roster, critical milestones, and a preliminary training and inspection calendar for City review and concurrence.

AP3 Transportation will perform incumbent employee outreach immediately following NTP to encourage retention and to capture institutional knowledge. The outreach will include information sessions, written offers where appropriate, and a clear onboarding path for incumbents who elect to join AP3 Transportation. AP3 Transportation will pursue incumbent retention for a minimum of 90 days where applicable or as required by the City, and will simultaneously activate external recruitment channels to build a qualified candidate pool to cover any gaps.

Milestone Target Timing Relative
to NTP
Owner (AP3 / City) Success Criteria
(drivers, dispatch,
supervisor)
(Reggie Reese)
Kickoff meeting and Week 0-1 AP3 Project Manager Signed transition plan, transition plan delivery (Mark Weinstein) / City | contact roster, and agreed meeting
cadence
Incumbent outreach, Week 1-4 HR Lead / Operations Offers extended to recruitment & Supervisor interested incumbents;
onboarding applicant pool
sufficient for training
slots
Initial three-way fleet Week 2-5 Maintenance Manager | Fleet condition report inspections (Chevell Ervin) / City / delivered; repair list Incumbent and timelines agreed
representative
Training completion Week 3-7 Safety & Training Lead | All frontline staff complete required
modules and BTW
checks; training records
filed
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AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

Systems cutover and
credentialing tests
Week 4-7 \T/Operations Lead /
City
Manifest receipt
tested; dispatch access
confirmed; reporting
templates validated
Final fleet acceptance
inspection
Weekend before
cutover
Maintenance Manager
/ City
Vehicles accepted with
no outstanding safety
defects; DVIR baseline
established
Go-live with two-week
intensive on-site
support
Go-live Day > Day 14 AP3 Senior Leadership /
Local Team
Daily debriefs
completed; operational
stability improving; City
satisfied with response
capability
Following the kickoff and recruitment phases, AP3 Transportation will implement a tiered training program tailored to Emeryville’s operating model. Training will combine classroom PASS-aligned passenger assistance, ADA sensitivity, defensive driving and securement procedures with behind-the-wheel route familiarization and supervised revenue shifts. Trainers will document completion and competency outcomes in employee training files. Remedial training plans will be available for staff requiring additional coaching.

Vehicle readiness will be validated through staged, joint three-way inspections with City representatives and the incumbent where appropriate. An initial inspection will identify deferred maintenance items and develop a remediation schedule. A final pre-cutover inspection will be completed the weekend before service begins to confirm acceptance criteria.

AP3 Transportation will coordinate closely with the City on City-owned WAVs, including documentation and invoicing practices as described in the RFP Q&A.

Systems and manifest readiness will be verified in parallel. AP3 Transportation will test receipt, reconciliation, and processing of the prior-day MySeniorCenter manifest, validate dispatch workflows for same-day add-ons, and confirm trip-log and invoicing templates meet Exhibit A requirements.

Go-live support will include senior executive presence and an intensive two-week on-site operational surge. During this period AP3 Transportation will conduct daily morning briefings and evening debriefings with City staff to review performance metrics, road calls, complaints, and safety events. Supervisors and road staff will perform frequent ride-checks and coaching.

AP3 Transportation will provide a daily dashboard during the first week and a consolidated weekly performance report thereafter.

Contingency and continuity procedures will be in place from day one. AP3 Transportation will stage standby drivers and/or road supervisors and a small pool of replacement vehicles to cover AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRANSPORTATION
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road calls and surges in same-day demand. A documented road-call and replacement protocol will be used to reassign passengers with minimal delay. Where City WAVs are unavailable, AP3 Transportation will follow the agreed escalation path for vendor vehicle substitution, ensuring all substitute vehicles meet accessibility and safety standards before revenue use.

Communication and reporting will be disciplined and audit-ready. During transition AP3 Transportation will provide deliverables including training rosters, DVIRs, PM schedules, fleet inspection reports, and daily operational logs. Monthly, the company will deliver consolidated trip logs, incident reports (within 24 hours of occurrence per Exhibit A), and KPI summaries for City review. AP3 Transportation will also maintain an electronic transition log recording open items, owners, and resolution dates for City access.

AP3 Transportation will maintain a concise transition risk register focused on top likely disruptions, such as: insufficient incumbent retention, vehicle defects discovered during inspections, delays in manifest/system access, and higher-than-expected same-day demand.

For each risk AP3 Transportation assigns an owner and a mitigation: rapid recruitment and contingency hires; early three-way inspections with prioritized repairs; pre-NTP systems credentialing and test events; and standby vehicle/driver pools for demand surges. The Project Manager will escalate unresolved high-impact items to the City for joint resolution.

Transition success will be judged against clear acceptance criteria: staffing sufficient to operate scheduled runs, completion and documentation of required training, final fleet acceptance with no critical safety defects, verified systems connectivity for manifest receipt and invoicing, and stable initial operational indicators demonstrated during the two-week support window. Where the City desires specific numeric thresholds for stability (e.g., on-time targets), AP3 Transportation will incorporate those agreed thresholds into the final transition acceptance checklist.
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TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

9. Cost Proposal, Pricing Structure, Forms, and
Contract Compliance
AP3 Transportation is submitting a transparent cost proposal that separates Door-to-Door Shuttle service from On-Call Field Trip pricing and that presents the three operating-day scenarios requested in the RFP (6-hour, 7-hour, and 8-hour daily options). Our Attachment B includes completed pricing worksheets that show the fully burdened blended rate per revenue hour for the base shuttle, itemized labor and fringe assumptions, fixed overhead allocations, and clearly labeled variable operating costs. Field-trip pricing is presented as a separate schedule offering hourly, mileage, and flat-fee alternatives and specifies overtime and extended-wait rules that require City pre-approval.

Monthly invoicing will be submitted in the format required by Exhibit A and will include the detailed trip logs and supporting records for every billed ride (date, pickup/drop times, destination, passenger count, ADA accommodations, same-day add-ons, and trip duration) so City staff can readily reconcile services to charges.

Per the RFP Q&A, City-owned WAV maintenance and fuel costs are City responsibilities and will be presented as pass-through items in our monthly invoice packet; AP3 Transportation will include line-item detail and supporting documentation for any pass-through charges. AP3 Transportation also affirms willingness to execute the City’s Professional Services Contract and to comply with Exhibit B insurance requirements, Attachment F grant terms (Measure BB / A-CTC), and Emeryville labor ordinances (including living-wage and applicable payroll reporting).

Where the RFP permits use of broker-issued certificates of insurance, AP3 Transportation is providing Certificates of Insurance and policy endorsements acceptable to the City. AP3 Transportation is also providing a completed W-9 and all other administrative forms required by the RFP and will make additional financial, audit, or wage documentation available on request to support grant and contract compliance.
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AAr™ AP3 Transportation Proposal to Provide
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Attachment B — Bid Submittal Form
4 aK City of Emeryville

CALIFORNIA

ATTACHM ENT B
Bid Submittal Form
TO THE CITY OF EMERYVILLE: In compliance with the notice inviting bids, the undersigned hereby proposes to furnish all necessary tools and equipment, materials, labor, and supervision (including cost of Workers’ Compensation Insurance and all payroll taxes on such labor) to provide the above, in accordance with the Special Provisions and Specifications and City of Emeryville General and Work Conditions therefore, and further agrees to enter into a Contract therefore, at the prices listed in the accompanying proposal. All costs, except sales tax, must be included in the submittal.

NOTE:

A. Submittal is to include the number of calendar days delivery will be made after receipt of a City of Emeryville purchase order; and
B. This purchase requires City Council award. As such, regarding vehicles that are currently in inventory, the City must depend that the vehicle offered is available upon award. The City will notify bidders as soon as possible of the intent to award a specific bidder and the probable Council award date. If a bidder offers a vehicle as "immediately available" but "subject to prior sale" (or similar language), the bid will not be considered and will render the entire bid submittal unresponsive.

C. Please provide a detailed cost proposal broken down by each year for a total period of five years.

COST INFORMATION
Door to Door Shuttle Service $ 0.00
Field Transportation $ 0.00
TOTAL COST | $0.00
Total Cost (written amount):

Please see the following page for AP3 Transportation's detailed cost proposal for a total period of five years.

This bid will be awarded based upon the total bid amount as written in words. Where there is a discrepancy between words and figures, words will govern.

SUBMITTED BY
Company Name: AP3 Transportation, LLC |
| Mailing Address: 3939 San Pablo Dam Road, El Sobrante, CA 94803 (No P.O. Boxes) | | Phone No.: | (415) 688-9203 Email: [email protected] | Your Name: | Mark Weinstein | Your Title: Vice President | ers ea eS EO tae ers hao en re | Signature: fe ag | Date: July 1, 2026 | Le
Ar” AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department AP3 Transportation Proposal to Provide
AP3 Transportation: EMERYVILLE PARATRANSIT RATE PROPOSAL & BID SUBMITTAL Annual Price & Hourly Cost Breakdown Summary
Scenario Year5 Total Contract
Hourly Rate for 8-Hour Service Day $77.97 $80.93 $84.01 $87.21 $90.55 $84.13 Annual Total for 8-Hour Service Day $155,936.00 $161,857.08 $168,017.94 $174, 428. 89 ae $181, 100.68 £2 $841,340.59 ‘Hourly Rate for 7-Hou Service Day $82.41 $85.59 $88.90 ($9235 $95.95 ox $144,212.75 $149,782.13 $155,580.75. ott $167,906.06 $779, Hourly and Annual Rates Written Out for Contract Year One:

Year One Hourly Rate for an 8-Hour Service Day (Written Out): Seventy-Seven Dollars and Ninety-Seven Cents per Service Hour Year One Annual Rate for an 8-Hour Service Day (Written Out): One-Hundred, Fifty-Five Thousand, Nine-Hundred and Thirty-Six Dollars and Zero Cents.

Year One Hourly Rate for a 7-Hour Service Day (Written Out): Eighty-Two Dollars and Forty-One Cents.

Year One | Annual Rate | for a 7-Hour Service Day (Written Out): One-Hundred, Forty-Four Thousand, Two-Hundred Tweive Dollars and 1d Seventy-Five Cents.

Attachment C — Exceptions to Specifications/Requirements - City of Emeryville
an CALIFORNIA

ATTACHM ENT C
Exceptions to Specifications / Requirements
© Please check if you have NO EXCEPTIONS to our requirements.

List below requests for clarifications, exceptions, and amendments, if any, to the RFB and its exhibits, and submit with your Bid response.

The City is under no obligation to accept any exceptions and such exceptions may be a basis for Bid disqualification.

Item No. Reference 19: Description *_| Page No. | Paragraph No.

AP3 Transportation LLC Ay A 44g July 1, 2026
Bidder Name Signature Date
ee Ar” AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

Exhibit B — Certificate(s) of Insurance (per RFP)
a DATE (MMIDDIYYYY) ACORD CERTIFICATE OF LIABILITY INSURANCE See THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS

CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.

IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. lf SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). i earal d fon R | CONTACT Maximus Mossengren
Suite A ADDRESS: [email protected]
O Fallon MO 63366 INSURER(S) AFFORDING COVERAGE NAIC #
License#f: 8016967 | INSURERA: Texas Insurance Company 16543 "APS Trariepoitation; LLC APSTRAN-O1! WsureRB: Scottsdale Ins Co 41297 3939 San Pablo Dam Rd INSURER Cs El Sobrante CA 94803 INSURER D:

INSURERE:

INSURER F :

COVERAGES CERTIFICATE NUMBER: 2147255645 REVISION NUMBER:

THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR ADDL|SUBR] POLICY EFF_| POLICY EXP LTR TYPE OF INSURANCE INSD | WVD POLICY NUMBER. MMIDDIYYYY) (UNIDDIVYYY) LIMITS B | X | COMMERCIAL GENERAL LIABILITY CPS8304516 9/29/2025 | 9/29/2026 | EacH OCCURRENCE $ 1,000,000 | cLaims-mae OCCUR PREMISES (Ea occurrence) _| $ 100,000 MED EXP (Any one person) $ 5,000
= PERSONAL & ADVINJURY __| $ 1,000,000
GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ 2,000,000 X] poucy [_] 58% Loc PRODUCTS - COMP/OP AGG | § 2,000,000 X | oTHER: PROF LIAB 1,000,000 $ 2,000,000
A. | AUTOMOBILELIABILITY BRPCLLTCA011500_083765_01 | 9/29/2025 9/29/2026 ee SINGLE LIMIT | 4,500,000 — ANY AUTO BRPCLPTCA011500_083765_01 765, 9/29/2025 9/29/: 29/2026 E22 BODILY INJURY (Per person) | § OWED OWNED ey SCHED SCHEDULED BODILY INJURY (Per accldent)| $ A |_| NON-OWNED PROPERTY DAMAGE 3 |__| AUTOS ONLY AUTOS ONLY | (Per accident) X | Physical Dam Comp/Coll $ Included
UMBRELLA LIAB occur EACH OCCURRENCE $
EXCESS LIAB CLAIMS-MADE AGGREGATE $
veo |_| retentions WORKERS COMPENSATION PER OTH- AND EMPLOYERS' LIABILITY YIN Stare | | BR ANYPROPRIETOR/PARTNER/EXE CUTIVE E.L. EACH ACCIDENT $ OFFICER/MEMBEREXCLUDED? NIA (Mandatory in NH) E.L. DISEASE - EA EMPLOYEE! $ If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT | $ B | GLLoad/Unload CPS8304516 9/29/2025 9/29/2026 | Occurrence 5,000 Aggregate 410,000 DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 104, may be dif more space is required) Evidence of Insurance

CERTIFICATE HOLDER CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE r THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN Evidence Of Insurance ACCORDANCE WITH THE POLICY PROVISIONS.

AUTHORIZED REPRESENTATIVE
© 1988-2015 ACORD CORPORATION. All rights reserved.

ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD 2 i Ar” AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

a) DATE (MMIDDIYYYY) ACORD CERTIFICATE OF LIABILITY INSURANCE nt 6/30/2026 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS

CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.

IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed.

If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s).

PRODUCER Hawes Tanya Sanabria Be Rae ee anaes: PHONE, xu, 914-512-9361 [ FAR, wo: 440-260-0218 Cleveland OH 44181 ADDRESS: [email protected] INSURER(S) AFFORDING COVERAGE NAIC #
INSURER A: State Comp. Ins. Fund 35076 587442
‘APS Tine ortation, LLC INSURER B: 3939 San Pablo Dam Road INSURER C: El Sobrante CA 94803 INSURER D:

INSURER E:

INSURER F :

COVERAGES CERTIFICATE NUMBER: 1151679983 REVISION NUMBER:

THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR ADDL|SUBR] POLICY EFF, | POLICY EXP LTR TYPE OF INSURANCE POLICY NUMBER MM/DDIYYYY) | (MM/DDIYYYY) LIMITS COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ DAMAGE TO RENTED CLAIMS-MADE OCCUR PREMISES (Ea $
= MED EXP (Any one person) $
|| PERSONAL & ADV INJURY _| $
GENIL AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $
pouicy [__] 589 Loc PRODUCTS - COMP/OP AGG | $
OTHER: $
AUTOMOBILE LIABILITY COMBINFOSINGLEUIMIT I's Had | accident) (Ea _ ANY AUTO. BODILY INJURY (Perperson) | $ = OWNED SCHEDULED ; AUTOS ONLY AUTOS BODILY INJURY (Per accident)! $ HIRED NON-OWNED PROPERTY DAMAGE 3 |__| auTos ONLY AUTOS ONLY (Per $
UMBRELLA LIAB OccuR EACH OCCURRENCE $ EXCESS LIAB CLAIMS-MADE AGGREGATE $ veo |__| retentions $ A _|WORKERS COMPENSATION 93253122025 9/30/2025 y30/2026 |X | BER Ory AND EMPLOYERS’ LIABILITY YIN 2 stAnme |_[ER ANYPROPRIETOR/PARTNER/EXECUTIVE E.L. EACH ACCIDENT $ 1,000,000 OFFICER/MEMBER EXCLUDED? NIA (Mandatory in Wi E.L. DISEASE - EA EMPLOYEE] $ 1,000,000 If yes, describe u DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT | $ 1,000,000 DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, may be attached if more space Is required) Evidence of Insurance Only

CERTIFICATE HOLDER CANCELLATION
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AP3 Transportation, LLC 3939 San Pablo Dam Road El Sobrante CA 94803 AUTHORIZED REPRESENTATIVE © 1988-2015 ACORD CORPORATION. All rights reserved.

ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD a
Ar” AP3 Transportation Proposal to Provide
TRANSPORTATION Emeryville 8-To-Go Paratransit Services for the Community Services Department

W-9 — Request for Taxpayer Identification Number and
Certification
Form W-9
(Rev. October 2018)
Department of the Treas In ah ervic he
Request for Taxpayer
Identification Number and Certification
ternal Revenue Service > Go to www.irs.g V9 for instr and the latest information.

Give Form to the
requester. Do not
send to the IRS.

AP3 Transportation, LLC
1 Name (as shown on your Income tax return). Name Is required on this line; do not leave this line blank. 2 Business name/disregarded entity name, If different from above following seven boxes,
3 Check appropriate box for federal tax classification of the Person whose name Is entered on line 1. Check only one of the O Individual/sole proprietor or QO cc Osc 0 F Ip CO trusvestate single-member LLC Limited liability company. Enter the tax (C=C S=S P=P. ip) > P Note: Check the appropriate box In the line above for the tax classification of the single-member owner. Do not check LLC if the LLC is cl. as a single-member LLC that Is 9) (21 Other (see instructions) >
another LLC that is not disregarded from the owner for U.S. federal tax Pp is disregarded from the owner should check the appropriate box for the tax classification of it:
from the owner unless the owner of the LLC is p h , a singl ber LLC thal 's owner, 4 Exemptions (codes apply only to
certain entities, not individuals; see instructions on page 3):

Exempt payee code (if any)
Exemption from FATCA reporting
code (if any)
Apples to accounts maintained outside tha U.S)
5 Address (number, street, and apt. or sulte no.) See instructions. 3939 San Pablo Dam Road
Print or type. See Specific Instructions on page 3.

Requester's name
6 City, state, and ZIP code
El Sobrante, CA 94803
and address (optional)
7 Uist account number(s) here (optional)
— Taxpayer Identification Number (TIN)
Enter your TIN in the appropriate box. The TIN
backup withholding. For individuals,
resident alien, sole proprietor,
TIN, later.

Note: If the account Is in more than one name, see the instructions for line 1. Also see What Name and Number To Give the Requester for guidelines on whose number to enter. provided must match the name given on line 1 to avoid
this is generally your social security number (SSN). However, for a or disregarded entity, see the instructions for Part |, later. For other entities, it is your employer identification number (EIN). If you do not have a number, Soclal seturity number
see How to get a
Identification number
3 {3 |2 Certification
Under penalties of perjury, | certify that:

1. The number shown on this form is my correct taxpayer identification number (or | am waiting for a number to be isgued to me); and 2. |am not subject to backup withholding because: (a) | am exempt from backup withholding, or (b) | have not been n! Service (IRS) that | am subject to backup withholding as a result of a fallure to report all interest or dividends, or (c) no longer subject to backup withholding; and

3. 1am a U.S. citizen or other U.S. person (defined below); and

4. The FATCA code(s) entered on this form (if any) indicating that | am exempt from FATCA reporting is correct.

Certification instructions. You must cross out item 2 above if you have been notified by the IRS that you are currently sub; Dtified by the Internal Revenue
jthe IRS has notified me that | am
ect to backup withholding because you have failed to report all interest and dividends on your tax return. For real estate transactions, item 2 does not apply. Fo} mortgage interest paid, acquisition or ab of tion of debt, contributi to an retirement arrangement other than interest and dividends, you are not required to sign the certification, but you must provide your correct TIN. See (IRA), and generally, payments he instructions for Part Il, later.

Sign Signature of Here U.S, person > Y pater KON 2/2025 General Instructions
Section references are to the Internal Revenue Code unless otherwise noted.

Future developments. For the latest information about developments related to Form W-9 and its instructions, such as legislation enacted after they were published, go to www.irs.gov/FormW9.

Purpose of Form
An individual or entity (Form W-9 requester) who Is required to file an information return with the IRS must obtain your correct taxpayer identification number (TIN) which may be your social security number (SSN), individual taxpayer identification number (ITIN), adoption taxpayer identification number (ATIN), or employer identification number (EIN), to report on an information return the amount paid to you, or other amount reportable on an inf ion retum. E: ples of inf i returns include, but are not limited to, the following. © Form 1099-INT (interest earned or paid)
ion
ec ae
¢ Form 1099-DIV (dividends, including
funds)
¢ Form 1099-MISC (various types of ing
proceeds)
¢ Form 1099-B (stock or mutual fund s: transactions by brokers) ° Form 1099-S (proceeds from real est:
* Form 1099-K (merchant card and thir
¢ Form 1098 (home mortgage interest), 1098-T (tuition)
* Form 1099-C (canceled debt)
hose from stocks or mutual
rome, prizes, awards, or gross
les and certain other
ite transactions)
d party network transactions)
1098-E (student loan interest),
¢ Form 1099-A (acquisition or abandonment of secured property) Use Form W-9 only if you are a U.S.
allen), to provide your correct TIN.

If you do not retum Form W-9 to the f
be subject to backup withholding. See later.
erson (including a resident
requester with a TIN, you might
(Vhat is backup withholding,
Cat. No. 10231X

TRANSPORTATION
Ars
Form W-9 (Rev. 10-2018)
AP3 Transportation Proposal to Provide
Emeryville 8-To-Go Paratransit Services for the Community Services Department

+ City of Emeryville
Proposal for
The City of Emeryville Community
Services Department - Paratransit Services
July 1,2026
Submitted by:

Emeryville Transportation Management Association
3643 Bradshaw Road, Ste G-347
Sacramento, CA 95827
www.emerygoround.com
Daniel Oliver, Executive Director
[email protected]
(408)-258-7267 x503

TABLE OF CONTENTS
Table of Contents
Cover LOHED snmcnnnreamimssnennaninmnnnasmormanmananas mmennanEnceNRERRE NR TREES KOMITEE 3 Section 1: Executive SUMMALY......ceseseeseeseeseteeeeeseceeeeeeaeceeeeeceeeeesseeecseeseeeceeseeseseseesesessescaseaassaesaesessseeseeseeees 4 Section 2 - Understanding of the 8 to Go Program .......eeseeceseeteseseeeeeeseneeeseeeseseessssesesesseseeesssesesessaees 5 Section 3 - Our Approach to Service Delivery) ssscscncssmarnmmnnmmnnanmnnannavenemmmnenamanansammesrenvesnns 7 Section 4 - Experience and Qualifications ......cccccescescesceeeecseecceeeeceeeetseectecseeeeeaeeeceeeaeeeeecesaeeesaeeeseesseesateas 14 Section 5 - Operational Capacity and Transition Readiness .......ccseeeeesseeeseessssestscssecsssssseeeeseeeeeens 22 Section 6 = Innavation and Service Enhance men ti as ncsnscmmsonm aan emneaeasmommanmnmarmemenanine 24 ATTACHMENT B Bid Submittal Form ....c.ccccccssscssescessseeecseeseseseceeeceeeseeeeeseneeeeeeeaeeeeeaeaeeeeeeeceeeesaeeeeseseeeesaea 26 ATTACHMENT C Exceptions to Specifications / REQUIFEMENTS....... sees eseeesesescstseeeeeseetesetetseseees 28

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-/7267 x503 | EMERYGOROUND.COM

COVER LETTER
Cover Letter
July 1, 2026
Hazel Barry, Recreation Supervisor
Community Services Department
City of Emeryville
1333 Park Avenue Emeryville, CA 94608
Dear Ms. Barry,
On behalf of the Emeryville Transportation Management Association (ETMA), | am pleased to submit this proposal in response to the City of Emeryville's Request for Proposals for Paratransit Services in support of the 8 to Go Program.

The ETMA has been the City's trusted partner in delivering paratransit services to Emeryville's older adults and persons with disabilities since 2008. For nearly two decades, we have worked alongside the City's Community Services Department and the Emeryville Senior Center to ensure that older adults and persons with disabilities in our community have reliable, dignified, and safe access to the destinations that matter most to them: medical appointments, grocery stores, social activities, and the connections that support independent living.

This is not a program we are learning. It is a program we helped build, have continuously operated, and remain deeply committed to. Our operational partner, MV Transportation, has delivered day-today shuttle services since 2013, and our management partner, ALTRANS TMA, Inc., has provided program oversight since 2023. Together, this team brings an unmatched combination of institutional knowledge, operational excellence, and genuine care for the passengers we serve.

We understand that the 8 to Go program is more than a transportation service, it is a lifeline for some of Emeryville's most vulnerable residents. That understanding shapes everything we do, from how our drivers greet passengers at their doors to how we proactively reach out to regular riders when schedule availability opens up. It is the standard we hold ourselves to every single weekday, and it is the standard this proposal reflects.

We are proud of the service we have provided and enthusiastic about the opportunity to continue it.

We welcome any questions and look forward to the opportunity to discuss our proposal further.

Sincerely,
(OSL
Daniel Oliver, Executive Director
Emeryville Transportation Management Association

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM
SECTION 1: EXECUTIVE SUMMARY
Section 1: Executive Summary
The Emeryville Transportation Management Association (ETMA) is pleased to present this proposal to continue serving as the City of Emeryville's paratransit services provider for the 8 to Go Program. As the program's continuous service provider since 2008, the ETMA offers the City something no other proposer can: nearly two decades of uninterrupted institutional knowledge, an established operational team, and a proven record of delivering safe, reliable, and compassionate transportation to Emeryville's older adults and persons with disabilities.

Our Proposal in Brief
The ETMA proposes to serve as the contract holder and primary accountability partner for all 8 to Go services, with day-to-day shuttle operations subcontracted to MV Transportation, the program's operator since 2013, and
program management provided
by ALTRANS TMA, Inc., the
ETMA's management partner
since 2023. This structure has
been in place, has been refined
over time, and has consistently
delivered results. It is not a new
team assembled for this bid, it is
the team that has been showing
up for Emeryville's seniors every !
weekday for years.

What the City Can Expect
e Zero service disruption upon contract award. Our team is already in place, already trained, and already known to the passengers we serve.
e Consistent delivery of more than 175 paratransit trips per month, sustained across varying demand conditions.
e Proactive passenger engagement, including our practice of personally contacting frequent riders when schedule availability opens, a service enhancement that goes well beyond the minimum requirements of the program.
e Full ADA compliance and a driver team trained in passenger assistance, safety, and customer service for older adults and persons with disabilities. e Transparent, timely reporting including monthly trip logs, ridership summaries, and incident reports as required.

The ETMA is submitting this proposal because the 8 to Go program matters: to us, to the City, and most importantly to the residents who depend on it every day. We are proud of what this program has become and committed to its continued excellence.

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM 4
SECTION 2 - UNDERSTANDING OF THE 8 TO GO PROGRAM
Section 2 - Understanding of the 8 to Go Program
Our Understanding of the 8 to Go Program
The 8 to Go program exists because mobility is not a luxury, it is a prerequisite for independence. For the older adults and persons with disabilities who rely on this service, a ride to a medical appointment is not an errand. It is access to healthcare. A trip to the grocery store is not a convenience. It is the ability to feed oneself. A journey to the Senior Center is not optional recreation. It is connection, community, and quality of life. The ETMA understands this because supporting it has been our responsibility, and our privilege, for a long time.

The Program and Its Population
8 to Go is a scheduled, door-to-door, shared-ride paratransit shuttle serving residents of the 94608 zip code area who are age 70 or older, or between 18 and 69 years of age and certified by East Bay Paratransit. Operating on weekdays during Emeryville Senior Center hours, the program delivers passengers to medical appointments, grocery stores, social activities, and other essential destinations within the approved service area, extending where appropriate to destinations just outside the zip code boundary, including Berkeley Bow! West, MacArthur BART, Kaiser Oakland, and the Pill Hill medical corridor.

The population this program serves has needs that go beyond transportation. Many passengers have mobility limitations requiring wheelchair accessible vehicles and hands-on boarding assistance. Many live alone and may have limited alternative transportation options. Some face cognitive or sensory challenges that require patience, consistency, and a driver who knows them by name. Serving this population well is not simply a matter of showing up on time, though that matters enormously. It requires a service culture built around dignity, reliability, and genuine human care.

The Program's Role Within the City's Community Services Framework The 8 to Go program does not operate in isolation. It is one of several complementary mobility programs housed within the Emeryville Senior Center, alongside taxi and Transportation Network Company (TNC) reimbursement, discounted East Bay Paratransit tickets, group trips, and Meals on Wheels. Together, these programs form a continuum of mobility support designed to ensure that no Emeryville resident is stranded by age or disability.

Within that continuum, 8 to Go plays a unique role. It is the only program that provides scheduled, door-to-door service with a dedicated driver and vehicle, making it the most hands-on, highest-touch option available, and the one most relied upon by passengers with the greatest mobility challenges.

It is funded through Measure BB, administered by the Alameda County Transportation Commission (ACTC), and a contribution from the City of Oakland to support 94608 residents, reflecting the program's regional significance and the shared commitment of multiple jurisdictions to ensuring mobility for this community. The City provides the wheelchair accessible vehicle used for service, and the program is administered collaboratively between the Community Services Department and the Senior Center, a partnership that requires the service provider to be a reliable, communicative, and accountable operational partner, not simply a vendor.

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 X503 | EMERYGOROUND.COM )
SECTION 2 - UNDERSTANDING OF THE 8 TO GO PROGRAM
What We Have Learned Over 17 Years
Institutional knowledge matters in paratransit in ways that are difficult to quantify but easy to feel when it is absent. Over 17 years of continuous service, the ETMA and our operational team have developed a working understanding of this program that no amount of onboarding can replicate:

We know the passengers, their names, their destinations, their routines, their needs, and the small details that make a ride comfortable rather than just functional. We know which stops require extra time. We know which passengers need a phone call the day before, and which appreciate a proactive call when a schedule opening becomes available.

We know the City, how the Community Services Department operates, how the Senior Center staff communicates, what the City expects in reporting, and how to be a partner rather than simply a contractor.

We know the geography, the approved service area, the destinations passengers most frequently need, the traffic patterns that affect on-time performance on weekday mornings, and the logistical considerations that come with operating a curb-to-curb service in a dense urban environment.

We know the rhythms of demand, including the fluctuations that come with seasonal changes, health events, and broader community circumstances. We have maintained consistent service delivery through all of it, including the significant operational challenges posed by the COVID-19 pandemic, during which we adapted our protocols to continue serving passengers safely while prioritizing their health and the health of our drivers.

Our Service Philosophy
The ETMA's approach to the 8 to Go program is grounded in a simple conviction: the passengers we serve deserve the same quality of transportation experience that anyone would expect: safe, on time, comfortable, and delivered with respect. That conviction is reflected not just in our operational protocols but in the culture we have built around this program over nearly two decades.

It is why our drivers do more than drive. It is why, when pre-scheduled trips have not filled the available manifest, our team has proactively contacted frequent passengers to let them know a ride is available, turning a schedule gap into an opportunity to serve. It is why we treat every incident report, every passenger complaint, and every service disruption as something that matters and deserves a prompt, thoughtful response.

The City of Emeryville has built something genuinely valuable in the 8 to Go program. We take seriously our responsibility to protect that value and build on it, and we are confident that our proposal demonstrates exactly how we intend to do that.

MERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
ANE\IEEQ FIOLI | , tee / (406 )205¢ 1276/ X¥503 | EMERYGOROUND.COM b SECTION 3 - OUR APPROACH TO SERVICE DELIVERY
Section 3 - Our Approach to Service Delivery
Our Approach to Service Delivery
The ETMA's approach to delivering the 8 to Go program is built on more than a decade and a half of operational refinement. What follows is not a theoretical service model, it is a description of how we actually operate, day in and day out, on behalf of the City of Emeryville and the passengers who depend on us.

Driver Staffing and Supervision
MV Transportation maintains a dedicated pool of drivers assigned to the 8 to Go program. Driver continuity is a priority, familiar faces matter enormously to older adults and passengers with disabilities, and we work to minimize unnecessary rotation on this route. All drivers are fully licensed, background-cleared, and trained specifically for paratransit service with older adults and persons with disabilities before they are assigned to 8 to Go.

Driver supervision is provided through MV Transportation's field supervision structure, which includes both scheduled oversight and unannounced quality checks to ensure service standards are maintained consistently. Any performance concerns are addressed promptly through MV's internal protocols, with escalation to ALTRANS and ETMA management as appropriate.

MV Transportation maintains backup driver availability to ensure that no scheduled trip is missed due to driver absence or unexpected unavailability. Staffing contingencies are built into the operational plan, and supervisory staff are available to step in as needed to maintain uninterrupted service.

MV has not missed service in more than two years.

Driver Training
All drivers assigned to the 8 to Go program receive comprehensive training that reflects the unique demands of serving older adults and persons with disabilities in a door-to-door paratransit environment.

MV's Operator Excellence Training (OET) has been deployed across MV's national operations spanning 124 contracts. Designed for adult learners, OET is flexible and can be adapted to ETMA's specific needs as safety regulations, industry trends, and best practices change. Built on a streaming platform, OET mixes facilitator-led video, group discussions, and interactive learning strategies to keep trainees engaged and focused
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Program Design, Approach to Learning, and Guiding Principles OET is a dynamic, interactive, and learner-centered program designed for adult learning. The training aims to impact trainees in three key areas:
e Affective: Encouraging a positive mindset and attitude;

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e Cognitive: Expanding trainees’ knowledge and understanding; e Behavior: Enhancing the trainee’s practical skills and competencies.

OET is the building block of MV's safety culture, and it recognizes the critical role of mindset.

Throughout the program, we emphasize our shared vision of Safety: Everybody, Everywhere, Everytime, ensuring that everybody actively demonstrates safe behavior everywhere and at everytime of the day. Daily safety messages help reinforce our safety and service culture, promoting key elements of OET that pertain to safe driving, employee well-being, and exceptional customer care.

At the heart of OET is the Safety 360 Defensive Driving Principle. Throughout the training program, trainees gain a deep understanding of the importance of Safety 360° - a holistic approach to safety that promotes complete awareness by operators maintaining a 360° field of vision and a 360° safety cushion of space around the vehicle.
360° of Proper Visibility
¢ Look 15 seconds ahead.
e Check mirrors every 5-8 seconds.
° Change point of focus every 2 seconds.

Rock-n-Roll looking left, right, left.
360° Cushion of Space
* Minimum 4 seconds following distance.
° Space on all 6 sides of the vehicle.
e Avoid driving in bunches.
° 4-foot curbside clearance.
* 10-foot space when stopped behind
another vehicle.
* 3-second pause at a fresh green light.

Additionally, we incorporate a fourhour module that focuses on customer service for passenger transportation.

This training integrates traditional
customer service techniques, such as
effective communication, problem
resolution, and active listening, with
The Platinum Rule reminds us to treat our
passengers with the respect and care they deserve.
sensitivity training. Our dual approach
equips our operators with the skills to
provide an exceptional experience for
all passengers. By refining these
competencies, we aim to cultivate a
welcoming and inclusive environment
that aligns with MV's commitment to
excellence in service.

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SECTION 3 - OUR APPROACH TO SERVICE DELIVERY
OET comprises five training settings with accompanying materials designed to progressively move the trainee from behind the desk to behind the wheel:

NEW OPERATOR

TRAINING HOURS
CLASSROOM 29.43
PRE-DRIVING SKILLS 4.50
OBSERVATION 255
BTW HOURS 21
CADETTING 16
TOTAL TIME 96.43
Developing the Professional Operator
MV's OET training is comprehensive and covers a wide range of topics essential to professional vehicle operation and public transportation service. In addition to safe driving skills, defensive driving techniques, and on-road operation of public transit and paratransit vehicles, our training includes the following educational components that are fundamental to becoming a professional operator. * Lt]
Customer Service
Passenger Sensitivity
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Customer service training is delivered through a four-hour training class called Platinum Connection Customer Service (PCCS). PCCS encourages trainees to treat others as they would like to be treated, emphasizing the importance of making customer-centric and solution-oriented decisions while taking personal responsibility.

The training also highlights the acronym ACE (Attitude, Choice, and Empathy), encouraging trainees to “ACE the customer experience.” PCCS also covers strategies for interacting with difficult passengers, de-escalation techniques, and effective communication strategies to help mitigate conflict. = hp Brae ne
In addition to educating trainees on ADA law and common disabilities, all operators receive training in passenger sensitivity as a standard practice. Passenger sensitivity training incorporates techniques such as assisting passengers who use mobility aids, speaking to passengers at eye level, properly securing passengers in mobility devices, asking permission before handling mobility devices, and accompanying passengers to the curb of their dropoff location. These training sessions frequently feature insights from community members and disability advocates, who share
experiences from real-life scenarios. Trainees are also required to participate in exercises such as boarding a bus while using a wheelchair or while blindfolded, enabling them to better understand the experience from the perspective of individuals with disabilities. Ongoing refresher training in passenger sensitivity is also provided.

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The role of the professional operator requires heightened awareness and vigilance in response to public security threats. MV trains Our operators in emergency management and response protocols for bus safety incidents, such as vehicle evacuations and fires, and in methods for identifying security risks within the community.

Training covers procedures for responding to active shooter situations, recognizing and reporting suspicious packages, Security Awareness addressing threats of violence, and detecting indicators of human trafficking. Operators are instructed in the proper use of codewords for communication with dispatch and in effective collaboration when interacting with emergency personnel and law enforcement.

Eight Areas of Classroom Training
Classroom training consists of eight topics, each divided into modules that include videos, classroom discussions, questions and answers, and quizzes. Each module is designed to be easily consumable while reinforcing the principles taught throughout the training.

Section 1: Section 2: Section 3: Customer Service
Onboa iellare| Regulatory Customer service, professionalism, issue Training Cee, resolution, esolution, passenger enger ass assistance, sensitivity, ty. de- Orientation to MV, escalation orientation to the job, drug and HazComm,
alcohol, SMS, whistleblower,
wellness bloodborne Section 5: Section 4: pathogens, sexual harassment, Defensive Safe
credentials, hour of os . service Driving Operations
Vision, vehicle size, Vehicle and vehicle
space cushion, _ systems orientation,
communications, basic operation of
backing, turns, the vehicle, best Section 6: On the Road intersections/ RR "practices on-theOperations procedure, route training, palais ca ata __ foad, ergonomics management. special driving conditions/
adverse weather, safety
equipment, preventable |
performance standards, radio protocols,
service area orientation, fare structure,
boarding and alighting, customer safety
collisions
Section 7: Section 8:

ADA Sensitivity/ Passenger Security Awareness and
Assistance and Securement Emergency Procedures
Emergency management, evacuations,
extinguishing fires, mechanical emergencies,
suspicious packages, threats of violence,
human trafficking
ADA, mobility aids, service animals, medical
conditions, sensitivity, assisting, mobility device
securement, lift/ramp operations,
professionalism

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Scheduling and Manifest Management
The 8 to Go program operates on a pre-scheduled basis, with the City providing the daily manifest one business day in advance. Upon receipt, the manifest is reviewed and organized to ensure efficient routing, timely pick-ups, and appropriate sequencing of stops given passenger needs and destinations.

Same-day ride add-ons are accommodated where operationally feasible, and all additions are documented in accordance with reporting requirements. Where the daily manifest has available capacity, our team proactively contacts frequent passengers to offer ride availability, a practice we have maintained as a standard part of our service culture, ensuring that schedule gaps become service opportunities rather than missed connections.

All trip data is recorded in accordance with the City's reporting requirements, including date of service, pick-up and drop-off times, destination, number of passengers, same-day add-ons, ADA accommodations, and trip duration. Monthly summaries are submitted to the City with invoices, supported by complete trip logs.

Dispatch and Communication
Real-time communication between the driver and dispatch is maintained throughout each service day.

Dispatch monitors trip progress, manages any schedule changes or unexpected delays, and serves as the first point of contact for any issues arising during service hours. The City is notified promptly of any service disruptions, delays, or incidents that affect passengers or scheduled trips.

Passengers are notified of any changes to their scheduled pick-up times as early as operationally possible. Our team understands that for many 8 to Go passengers, a medical appointment or a scheduled activity cannot simply be rescheduled, and we treat on-time communication with the same priority as on-time arrival.

For this service, daily operations are managed through a combination of established scheduling practices and processes tailored to service needs. Currently, trip manifests are manually prepared by the senior center and provided to MV. The MV operators use the manifests, supported by dispatchers coordinating daily service activities, including same day trip requests all while maintaining direct communication with drivers throughout the day.

Vehicles are equipped with DriveCam systems that support safety monitoring and operational oversight. The DriveCam event recorder technology allows us to gather critical safety data from our fleet of vehicles. By generating extensive data insights through video clips, DriveCam SF400 categorizes information across multiple datasets, offering the latest technology in triggered-event recording.

A small camera is installed on the windshield, continuously capturing the view ahead of the vehicle as well as the vehicle's interior. DriveCam identifies risky driving behaviors such as texting while driving, failing to wear a seatbelt, maintaining inadequate following distances, lane departures, and rolling stops. When triggered by internal sensors, video clips are saved and transmitted to the DriveCam Fleet Management Platform. Harnessing the power of advanced machine vision and Al, this platform accurately categorizes risky driving behaviors and delivers detailed analytics on a dashboard. Our team receives DriveCam alerts on their mobile devices within minutes of a triggered event, empowering them with near-real-time, actionable information.

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Equipped with four high-lumen infrared lights and integrated microphones, DriveCam can store up to 100 hours of footage, which is readily accessible for investigations as needed. DriveCam not only enhances MV's safety protocols but also fosters a culture of accountability and proactive risk management within our organization.

All vehicles undergo required pre-trip and post-trip inspections, and maintenance activities are tracked and managed through MV's established fleet maintenance program to support vehicle reliability, safety, and service continuity.

Passenger Assistance and ADA Compliance
The ETMA is fully committed to compliance with all applicable federal, state, and local regulations governing paratransit transportation, including the Americans with Disabilities Act. Every aspect of our service delivery, from vehicle equipment to driver training to boarding protocols, is designed to meet or exceed ADA requirements.

Our drivers provide hands-on assistance to passengers during boarding and alighting at every stop.

Mobility devices including wheelchairs, walkers, and scooters are secured using approved securement systems. Passengers are never left to manage independently at the curb. Door-to-door means exactly that, from the passenger's front door to their destination entrance.

The City-owned wheelchair accessible vehicle (WAV) used for 8 to Go service is maintained in full compliance with all applicable safety and accessibility standards. The vehicle is equipped with functioning heating and air conditioning, seat belts, communication equipment, and mobility device securement systems. Regular inspections and maintenance are conducted in accordance with the City's standards and all regulatory requirements.

On-Time Performance and Service Reliability
Consistent on-time performance is a cornerstone of our service commitment. Our scheduling and routing approach is designed to build in appropriate time at each stop, accounting for the additional boarding and alighting time that door-to-door paratransit service requires compared to fixed-route transit.

Where delays are unavoidable, due to traffic, weather, or unforeseen circumstances, our dispatch team communicates proactively with affected passengers and, where possible, adjusts the remainder of the manifest to minimize cascading impacts.

On-time performance typically exceeds 95% each month. There has not been a preventable accident for several years.

Contingency Planning
The ETMA and MV Transportation maintain robust contingency protocols to ensure that service disruptions, whether from vehicle issues, driver unavailability, or external events, are resolved quickly and with minimal impact to passengers.

Vehicle breakdown: |n the event of a mechanical failure during service, MV Transportation's maintenance team is dispatched immediately and a substitute vehicle is deployed to continue or complete the service run. Passengers already in transit are not left stranded under any circumstances.

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Notably, because the City-owned WAV used for daily 8 to Go service requires periodic maintenance, the ETMA has established a standard practice of substituting one of its own WAV vans at no additional cost to the City whenever the primary vehicle is unavailable. This practice reflects our commitment to uninterrupted service and our willingness to absorb operational costs rather than pass them to the City or compromise service to passengers.

Driver unavailability: Backup driver availability is maintained as a standard operational safeguard. In the event a scheduled driver is unavailable, a qualified replacement is assigned before service begins.

Emergencies and service disruptions: In the event of a passenger medical emergency, accident, or other safety occurrence, our drivers follow established emergency protocols, contact emergency services as required, and notify the City within 24 hours via a written incident report. MV Transportation's operations team provides immediate support and coordination.

Severe weather or unforeseen City closures: The ETMA coordinates directly with City staff when Senior Center operating hours are affected by external events. Service adjustments are communicated to passengers promptly and documented accordingly.

On-Call Field Trip Transportation
In addition to daily paratransit operations, the ETMA and MV Transportation are prepared to provide on-call field trip transportation services for the City's Community Services Department in support of planned outings, special events, and community activities for older adults, persons with disabilities, and other program participants.

Field trip transportation will be scheduled in advance per the City's process, with requests submitted at least 10 business days prior to the anticipated trip. The ETMA will confirm availability within two business days of each request. For most field trips, the City's two 14-passenger EV WAV vehicles will be utilized, with our staff providing a qualified driver to operate them. When a field trip requires a larger vehicle due to group size, or when the City's vehicles are unavailable due to distance or location the ETMA and MV Transportation will independently provide an appropriate vehicle. All vehicles used, whether City-owned or contractor-provided, will be ADA-compliant and equipped with wheelchair lifts or ramps as needed. Field trip transportation needs will be assessed on a case-by-case basis to determine the most appropriate arrangement.

All field trip drivers meet the same qualification, training, and background clearance standards as regular 8 to Go drivers. On-time performance, passenger assistance protocols, and incident reporting standards apply equally to field trip services.

A separate rate schedule for on-call field trip transportation is included in the Attachment B: Bid Submittal Form.

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SECTION 4 - EXPERIENCE AND QUALIFICATIONS
Section 4 - Experience and Qualifications
Our team has been delivering this program continuously and reliably for years. The ETMA brings deep program experience supported by operational partner, MV Transportation, with over a decade of onthe-ground history with paratransit and shuttle services, and ALTRANS TMA that runs several transportation management associations and corporate TDM programs across the Bay Area.

Emeryville Transportation Management Association (ETMA) The ETMA is a California nonprofit corporation, governed by a Board of Directors, established to manage and deliver transportation services in support of the City of Emeryville's mobility goals. The organization's primary objective is to increase access and mobility to, from, and within the City of Emeryville, while supporting the City's broader efforts to reduce congestion and expand transportation options for residents, employees, and visitors.

Since its founding, the ETMA has grown into a multi-program transportation management organization currently operating three distinct shuttle services: the Emery Go-Round, the 8 to Go Paratransit Shuttle, and the Emery Express, collectively serving employees, residents, visitors, older adults, and persons with disabilities across Emeryville, Oakland, and Berkeley.

The ETMA has served as the City of Emeryville's paratransit services provider continuously, with no service gaps or contract defaults in program history. Throughout that time, the ETMA has navigated significant operational challenges, including fleet transitions and pandemic-era service adaptations, while maintaining consistent service to the passengers who depend on the 8 to Go program.

As contract holder, the ETMA serves as the City's single point of accountability for all program performance. This means the City always has a direct, responsive, and knowledgeable partner familiar with Emeryville’s community when questions, concerns, or operational matters arise.

Key ETMA qualifications:
e Nearly 20 years of continuous paratransit service delivery to the City of Emeryville e Established relationships with City staff, Senior Center staff, and the passenger community e Multi-program operational oversight across three shuttle services, demonstrating organizational depth and administrative capacity
e Current contract holder for the 8 to Go program, with no service gaps or contract defaults in program history
MV Transportation, Operations Subcontractor
MV Transportation has served as the ETMA's shuttle operations contractor since 2013, providing dayto-day vehicle operations and maintenance across the ETMA's shuttle programs including the 8 to Go Paratransit Shuttle. MV Transportation is the largest privately-owned passenger transportation contracting firm in the United States, serving over 200 public transit agencies and private clients across 30 states and Canada, with a commitment to paratransit and accessibility-focused transportation that dates to the company's origins in San Francisco in 1975.

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On the 8 to Go program specifically, MV Transportation brings over 13 consecutive years of direct operational experience, including intimate knowledge of the service area, the passenger community, and the day-to-day rhythms of this specific program. That continuity is the result of a deliberate commitment by both the ETMA and MV Transportation to maintain driver consistency, operational stability, and service quality on behalf of the City.

Company Overview and History
Driven by People: A Commitment That Defines Who We Are
MV Transportation began with Feysan and Alex Lodde’s
determination to help their community's most vulnerable citizens—a mission rooted in compassion, service, and a —__ deep sense of responsibility to others. That foundation continues to guide who we are today.

Driven by People reflects a simple but powerful truth:
everything we do starts and ends with people. It's about the employees who show up every day committed to
doing the right thing, the passengers who rely on us for safe, reliable service, and the communities we serve with care and accountability.
— Wis.

MV Founder and Owner, Feysan Lodde, San
Francisco, 1975
It means building a culture where listening matters, where trust is earned through consistent actions, and where every decision is guided by its impact on real lives. It also reflects a deliberate investment in our people, ensuring they have the support, training, and opportunity to deliver their best every day. This is a commitment carried forward from our earliest days—one that reinforces that putting people first is not just a principle, but a daily responsibility.

Because when people feel valued, supported, and respected, safety is stronger, service is better and communities thrive.

Who We Are
Founded in 1975, MV was built to deliver
174M freedom and mobility, initially for people with
6,993 disabilities, older adults, well before federal
Miles Driven Buses Operated mandates required it. That service-first mission Annually still shapes how we serve today, even as our
we u work has expanded to support public agencies,
universities, corporations, and communities
across North America.

At a Glance Today, MV is the largest privately owned,
American-founded and American owned transit
contractor in the United States, operating
without a foreign parent company or foreign
MV Employees capital approval requirements. With 130
operating contracts across the country, our
growth has been entirely organic—achieved
without acquisition mergers—reflecting disciplined operations, long-term client relationships, and a consistent focus on safety, accountability, and the passenger experience. 103 10,339 Maintenance
Shops

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SECTION 4 - EXPERIENCE AND QUALIFICATIONS
Our Journey
Over the last three years, MV has made deliberate, company-wide improvements to strengthen execution, deepen client partnerships, and improve service consistency. These efforts were guided by a clear goal: deliver world class safety, strong customer service, and reliable performance for every client.

We have invested in the people who deliver service each day—from frontline employees to local, regional, and corporate leaders—by expanding leadership capacity, strengthening training and coaching, and reinforcing a culture of safety, service, and accountability.

At the same time, MV has expanded practical innovation in areas such as artificial intelligence, microtransit, zero and low emissions support, and technology that helps teams make better decisions and deliver more reliable service. We have already implemented Al tools that have improved operations and customer outcomes, with more enhancements underway.

These efforts have led to stronger operational consistency and better client outcomes, supported by standardized practices and performance management.

Our Services and Capabilities: How We Serve Communities MV delivers safe, reliable, and customer focused passenger transportation services tailored to the needs of the communities and clients we support. We work closely with our partners to design, operate, and continuously improve mobility programs that align with local priorities, funding environments, and performance expectations.

MV provides one of the industry's most comprehensive ranges of passenger transportation solutions, supported by in-house operations, maintenance, and professional services expertise.

Our capabilities include:

Local Fixed Route (including ADA Paratransit, Dial-a-Ride, Microtransit Shuttles route deviations) and On-Demand (on- and off-campus
circulator, commuter, and
specialized shuttle
programs)
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Bus Rapid Transit (BRT) (commuter and Autonomous Shuttles School Bus express)
Our experience spans a wide range of service models and client types, including local and state governments, transit agencies, colleges and universities, corporations, and school districts. Whether operating a large, complex multimodal system or a right-sized service for a smaller community, our approach remains consistent: listen first, operate with discipline, and deliver dependable service every day.

SECTION 4 - EXPERIENCE AND QUALIFICATIONS
In addition to direct operations, MV supports clients through Professional Services, including system planning, microtransit design, technology transitions, zero-emissions planning, data analytics, and innovation support. These resources allow us to bring national expertise to local operations without losing focus on day-to-day performance.

MV Transportation brings 50 years of hands-on expertise in paratransit operations, with 36 paratransit contracts, and a deep understanding of every operational detail involved in ADA-compliant services, with three eligibility determination contracts. By prioritizing accuracy, transparency, and sensitivity throughout the eligibility process, we help ensure that no one is left without the essential transit services they depend on.

MV's extensive experience with the Regional Eligibility Database (RED) helps ensure the effectiveness and accuracy of our ADA paratransit eligibility determination services. Using RED, we swiftly verify applicant information, ensure full compliance with ADA regulations, and collaborate with neighboring agencies while upholding the highest standards of data security and passenger privacy.

Our overall understanding of regulations and the scope of service, combined with proactive education, multilingual support, and an efficient eligibility process, enables us to actively provide services that empower eligible residents and enhance operations for our clients.

MV customizes its ADA paratransit eligibility assessments to fit each client's needs, including the following:
e |n-person and phone-based interviews,
e Physical assessments using indoor and outdoor courses and the Tinetti Balance and Gait Assessment,
e Cognitive assessments such as the Mini-Mental State Examination (MMSE) and the Functional Assessment of Cognitive Transit Skills (FACTS),
e Other screenings, evaluations, and interviews with providers, as required.

Additionally, MV's thorough familiarity with the Regional Eligibility Database (RED) and Trapeze further enhances our ability to efficiently and securely manage, analyze, and track eligibility data, ensuring timely and accurate determinations.

Safety Excellence and Industry Recognition
MV leverages DriveCam data to identify opportunities to mitigate risk and ensure effective prevention programs are in place to address and reduce it. When you have data to measure risk, you can monitor the effectiveness of your actions to ensure that what we are doing from a safety standpoint is working.

Lytx provides insightful benchmarking against the transit industry to understand what is happening within it and how MV as a whole is performing relative to it.

The following are insights related to the specific locations, focusing on overall KPIs and the impact on risk-reduction trends over time. Behaviors are assessed based solely on accelerometer triggers to ensure an equitable comparison, as organizations differ in their levels of maturity with MV + Al adoption.

According to the most recent October Lytx Intelligence report, MV has more than 50% fewer risky behaviors than transit peers in the categories of Late Response, Following Distance, and Incomplete Stops, and 39% fewer Near Collisions, proof of the strength of our continuous improvement efforts.

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SECTION 4 - EXPERIENCE AND QUALIFICATIONS
Lytx Benchmark Behaviors: MV versus Transit Industry
Late Response Following Distance
mindustry mMVTransit m Percentage Change Comparison
250 140
120 200 100 150 80
100 60
50 40
0 oie = = = il a 0 | = oe | i | =
-50 -20 MoM MoM Aug-25 Sep-25 Oct-25 Aug-25 Sep-25 Oct-25 B25 ep ohee Change 8 P Change @ Industry 120 188 218 16.0% industry 83 118 121 2.5%
@ MV Transit 67 78 102 30.8% @ MV Transit 52 51 55 7.8% P ;
miretcentene Change -44.2% -58.5% -§3.2% m Percentage Change -37,.3% -56.8% -54,5% Comparison Comparison mindustry mo MVTransit mw Percentage Change Comparison
Near Collision Incomplete Stop
140 A
120 50
100 60
80 50
40 i 50
20 10
0 — 0 L.. —— _ -20 an 0 “10 MoM C) Aug-2 g-25 Sep-25 -2 Oct-25 t-25 Shanes ug-25 Sep-25 Oct-25 Aug P © Change m Industry 69 124 129 4.0% mw Industry 54 70 82 17.1%
® MV Transit 59 62 60 -3.2% ® MV Transit 47 39 50 28.2% m Percentage Change ("77 5% 50.0% 53.5% m Percentage Change (13 oy, ~A4.3% -39,0% Comparison Comparison Bindustry ™&MVTransit m! Percentage Change Comparison
Behaviors are measured per 1,000 vehicles per month
MV's accomplishments are reinforced by industryleading safety outcomes and national recognition.

Bindustry &MVTransit mm Percentage Change Comparison
lytx & Re MV's accomplishments are reinforced by industry- c leading safety outcomes and national recognition.
¥ MV's National Transit Database (NTD)
collisions are 14% lower than the total
contractor-operated service and 80% lower
than the total industry NTD collision rate.

MV Transportation wins
Lytx Indovation Award
v MV's Lytx collision rate is 9% lower than the
Transit Industry Average.
v MV's operational safety metrics show significantly lower risk and accident severity than industry peers, supported by data-driven coaching and continuous improvement programs.

MV received the Lytx Innovation Award for leveraging video and advanced data analytics to measurably improve safety performance.

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SECTION 4 - EXPERIENCE AND QUALIFICATIONS
Key Personnel
Jennifer Singer, Project Manager
a3 Jennifer Singer is MV's proposed project manager for the ETMA service.

Jennifer's leadership journey includes pivotal roles such as operations manager, account sales manager, regional operations manager, and area operations manager. With a dynamic career spanning diverse roles and a consistent ascent in leadership, Jennifer is poised to bring her wealth of experience to the general manager role.

In her current role as project manager, Jennifer oversees daily operations, manages staff, and implements policies and procedures to enhance service quality and safety. She effectively plans and budgets and aligns action with organizational objectives. She collaborates with agencies, community representatives, and diverse partners to cultivate positive relationships and address transit-related issues. Jennifer ensures the seamless adaptation of the transit system to enhance the overall passenger experience.

Gina Givans, Operations Manager
Gina Givans is MV's proposed operations manager for the ETMA service. She is a dedicated transit operations manager with 25 years of experience in the industry.

Since 2012, she has served as the operations manager for ETMA’s shuttle services, where she oversees all daily operational functions to ensure the delivery of reliable, safe, and high-quality service. Gina ensures that all operations comply with contract requirements and, in collaboration with the maintenance and safety teams, facilitates daily operations in accordance with Federal Highway Administration Regulations.

In her role, Gina oversees operators to guarantee that routes are properly covered and consistently on time. She also manages administrative and financial processes, including payroll, data analysis, and fuel reconciliation for billing. As a skilled leader and communicator, Gina excels at minimizing and effectively managing any service disruptions.

Pauline Coleman, Accounting Manager
Pauline has served as the accounting manager for MV in San Leandro since 2013, bringing over a decade of experience in payroll processing, accounts payable and receivable, and financial reporting. She is key in ensuring accurate and timely payroll for all employees, including handling garnishments, taxes, and fare deductions. Pauline is responsible for maintaining precise accounting records, preparing client invoices, and supporting collections, while also assisting with purchasing and supply management. Her attention to detail and commitment to financial accuracy help ensure that local operations run smoothly and stay within budget.

Pauline is also a vital resource for management and employees, assisting with wage documentation, projections, and financial reporting for local and corporate needs.

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SECTION 4 - EXPERIENCE AND QUALIFICATIONS
Darinay Watson, Safety and Training Manager
Darinay Watson offers nearly a decade of experience in paratransit operations.

Her role involves leading behavior-based safety and training processes, collaborating with workers' compensation agencies, and fostering a consistent safety culture across departments. With a background as a road supervisor and paratransit bus operator, Darinay excels in addressing customer and operatorrelated issues, ensuring safety compliance, and contributing significantly to daily operations.

Darinay serves as the safety and training manager at MV in San Leandro, a position she has held since December 2019. In this role, Darinay leads and directs the behavioral-based safety and training processes. Darinay has fostered a consistent safety culture throughout locations, emphasizing teamwork and individual responsibility to achieve common goals across operations, safety, and maintenance departments.

Ngoc Chu, Maintenance Manager
Ngoc Chu offers nearly two decades of experience in maintenance management. As a seasoned professional in the transportation and maintenance industry, he is adept in the planning, organization, and coordination of maintenance activities to ensure operational excellence.

Ngoc currently serves as the maintenance manager for MV in San Leandro. He ensures the equipment's proper functioning and safety and manages maintenance records in compliance with company policies and regulatory guidelines. Ngoc supervises maintenance staff, schedules repairs, and collaborates with other departments to optimize operational efficiency.

ALTRANS TMA, Inc., Management Subcontractor
ALTRANS TMA, Inc. is a SF Bay Area-based transportation management firm incorporated in 1995 and headquartered in San Jose, California. With nearly 30 years of experience developing, implementing, managing, and monitoring Transportation Demand Management (TDM) programs and shuttle services, ALTRANS brings a rare combination of strategic planning expertise, hands-on operational experience, and deep familiarity with the TMA management environment. ALTRANS assumed management of the ETMA in 2023 following a competitive procurement process, and has since provided day-to-day executive direction, administrative oversight, and program management across all ETMA programs including the 8 to Go Paratransit Shuttle.

ALTRANS' qualifications are grounded in active, ongoing client relationships. Their current portfolio includes:

Executive Directorship:
e Emeryville Transportation Management Association (ETMA)/Emery Go-Round Shuttle e San Leandro Transportation Management Organization (SLTMO)/San Leandro LINKS Shuttle e Palo Alto Transportation Management Association (PATMA) e West Alameda Transportation Demand Management Association (WATDMA) EMERYVILLE |RANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM
SECTION 4 - EXPERIENCE AND QUALIFICATIONS
Shuttle Management:
e Kaiser Permanente San Leandro Medical Center
e Harbor Bay Business Park Shuttle
Across these engagements, ALTRANS has demonstrated consistent ability to manage complex, multistakeholder transportation programs, oversee shuttle operations contractors, and deliver transparent operational reporting to boards and municipal partners.

Of particular relevance to the 8 to Go program, ALTRANS brings:
e Shuttle operations oversight experience: including a seven-year period (2011-2018) during which ALTRANS owned and operated its own fleet of shuttle buses, giving the team firsthand knowledge of vehicle safety, CHP inspections, driver management, and federal and state regulatory compliance
e Established working relationship with MV Transportation: through their management of the San Leandro LINKS Shuttle, ALTRANS developed a productive working partnership with MV Transportation prior to assuming ETMA management, enabling a smooth and familiar collaboration on the 8 to Go program from Day One.

Key Personnel
Daniel Oliver, Executive Director, ETMA
fa Daniel Oliver serves as the ETMA's Executive Director and is the primary point of contact for all program matters including the 8 to Go Paratransit Shuttle. Daniel brings over 10 years of shuttle operations management experience within ALTRANS, including service as Executive Director of the San Leandro TMO. As ETMA Executive Director and the signatory of this proposal, Daniel provides continuity of leadership and direct accountability to the City of Emeryville.

Janet Shipp, Administrative Assistant
n ‘ § a3) Janet Shipp provides administrative support across ETMA programs, bringing aa over 10 years of executive administrative experience including accounting, payroll, human resources, and customer service. Janet holds an Associate Professional in Human Resources credential.

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM 21
SECTION 5 - OPERATIONAL CAPACITY AND TRANSITION READINESS Section 5 - Operational Capacity and Transition
Readiness
Operational Capacity
The ETMA and its delivery team are operationally ready to assume services upon contract award.

Availability of Qualified Drivers: MV Transportation maintains a dedicated, fully licensed, backgroundcleared, and paratransit-trained driver currently assigned to the 8 to Go route. A qualified substitute driver is available in the event of primary driver unavailability, ensuring no scheduled trip is ever missed due to staffing. All drivers meet applicable licensing, training, and background clearance requirements prior to assignment.

Maintenance Infrastructure and Safety Protocols: MV Transportation maintains a robust vehicle maintenance infrastructure supporting the full ETMA fleet, including the vehicles used for 8 to Go service. Regular inspections, preventive maintenance, and safety checks are conducted in accordance with all applicable regulatory requirements. In the event the City-owned primary vehicle requires maintenance, the ETMA's own WAV is available as a substitute at no additional cost to the City, a practice that has been standard throughout the current contract term. Incident reporting protocols are established and functioning, with all safety occurrences reported to the City within 24 hours as required.

Administrative Support and Management Oversight: The ETMA, through ALTRANS TMA, Inc., provides full administrative support and management oversight for the 8 to Go program. This includes day-to-day executive direction by Daniel Oliver as ETMA Executive Director, monthly invoicing and trip log reporting, complaint tracking and resolution, coordination with City and Senior Center staff, and compliance with all applicable contract requirements. The administrative infrastructure is in place, tested, and operating.

Transition Readiness
The 8 to Go program will not experience a transition if the City awards this contract to the ETMA. It will experience a continuation: seamless, uninterrupted, and invisible to the passengers who depend on it. With an anticipated contract start date of September or October 2026, the ETMA is prepared to begin service on day one of the new contract term without any gap, ramp-up period, or reduction in service quality.

The following is already in place:
e The driver assigned to the 8 to Go route knows the passengers, their needs, their addresses, and their routines
e The dispatch and scheduling protocols are established, tested, and functioning e The reporting structure between MV Transportation, ALTRANS, and the City is defined and operating smoothly
e The relationship between the ETMA and the Emeryville Senior Center staff is active, communicative, and built on years of mutual trust

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM
SECTION 5 - OPERATIONAL CAPACITY AND TRANSITION READINESS e The vehicle substitution arrangement, whereby the ETMA provides its own WAV at no additional cost when the City's vehicle requires maintenance, is already standard practice and will continue without interruption
The Value of Continuity to Passengers
Continuity means a lot to the passengers of the 8 to Go program. For older adults and persons with disabilities who rely on this service for medical appointments, grocery trips, and daily independence, familiarity is meaningful part of what makes the service work. A driver who knows your name, knows your mobility needs, and knows that you prefer a few extra minutes to board is appreciated by our customers.

The ETMA's team has built that. We are committed to protecting it.

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM 23
SECTION 6 - INNOVATION AND SERVICE ENHANCEMENTS
Section 6 - Innovation and Service Enhancements
Innovation and Service Enhancements
The ETMA's approach to innovation is grounded in a simple principle: enhancements to the 8 to Go program are only meaningful if they directly improve the experience of the passengers who depend on it. We pursue technology or process changes because they make service safer, more reliable, more accessible, and more responsive to the people we serve.

What follows reflects both the enhancements we have already built into our service delivery and the commitments we are making for the contract term ahead.

Proactive Passenger Outreach
Perhaps the most meaningful service enhancement the ETMA has implemented is one of the simplest:
when pre-scheduled trips have not filled the available daily manifest, our team proactively contacts frequent passengers to let them know a ride is available. This transforms what would otherwise be unused capacity into an additional service opportunity for passengers who may need a ride but did not think to schedule one, or who hesitated to call.

For older adults living independently, an unexpected opportunity for a grocery run or a visit to the Senior Center is a connection to the community. This practice costs nothing beyond the time and care of a team that genuinely knows its passengers, and reflects the human-centered service culture the City of Emeryville has built the 8 to Go program around. , Backup Vehicle Provision at No Additional Cost
As described in Section 3, the ETMA substitutes one of its own WAV vans for 8 to Go service whenever the City-owned primary vehicle requires maintenance, at no additional cost to the City, ensuring that service is never interrupted due to vehicle unavailability.

This reflects the ETMA's broader philosophy: we absorb operational challenges so that passengers do not have to. The substitute vehicle is a slightly larger WAV, meaning passenger accessibility and capacity are fully maintained during any maintenance period.

As the current City-owned vehicle approaches end of life, the ETMA is committed to working collaboratively with the City to ensure a smooth vehicle transition that maintains uninterrupted service.

Driver Continuity as a Service Standard
While driver continuity may not appear on a list of technological innovations, it is one of the most impactful service enhancements a paratransit provider can offer. The ETMA and MV Transportation prioritize consistency in driver assignment for the 8 to Go route. Passengers are served, as consistently as possible, by a driver who knows them.

For a population that may include passengers with cognitive challenges, anxiety around transportation, or a preference for predictability, a familiar driver is a meaningful quality-of-life enhancement, and one we will maintain throughout the contract term.

MERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
(408)258-7267 x503 | EMERYGOROUND.COM 2 4
SECTION 6 - INNOVATION AND SERVICE ENHANCEMENTS
Enhanced Safety Monitoring
Every vehicle used for the 8 to Go program is equipped with onboard safety monitoring technology that adds a layer of protection for passengers and drivers alike, helping identify and address safe driving practices before they become incidents.

For the City, this means added accountability and documentation should a safety concern arise. For passengers and families, it means added confidence that every trip meets a standard of safety oversight beyond what is required.

This reflects the same proactive philosophy that defines the rest of our service: building in safeguards before they're needed.

Commitment to Continuous Improvement
The ETMA, through ALTRANS' management oversight, maintains an ongoing commitment to identifying and implementing service improvements throughout the contract term, including regular communication with City staff and Senior Center personnel to ensure the program meets passenger needs and continues to evolve.

We welcome feedback from the City, Senior Center staff, and passengers, and have the organizational infrastructure, through ALTRANS' management and MV's operational team, to act on it quickly and effectively.

Optional Service Enhancements
As a possible enhancement to the service, the following is being provided for City of Emeryville consideration. The costs for these enhancements are not included in our proposal.

Provide software to operate the service, such as Novus, which would provide the following benefits:
e Routes could be optimized by the software
e Daily manifests would not have to be built manually by the Senior Center e On-demand needs can be supported with greater certainty of availability and planned pick up time, by the on staff MV dispatchers
Install a tablet in each bus, which would provide the following benefits:
e Real time tracking of bus
e Notifications such as tomorrow you have a trip at 9am, or your bus will be arriving in next 10 minutes
e Real time pick up, drop off (no show) details being captured by drivers Remove call taking from Senior Center
e MV dispatchers can support taking reservations in Novus e Morning and afternoon manifests can be optimized by the software versus manually compiled, as well as incorporate any same day service needs

EMERYVILLE TRANSPORTATION MANAGEMENT ASSOCIATION
408)258-7267 x503 ! | EN EMERYGOROUND.COM Y ; I 25

ATTACHMENT B

BID SUBMITTAL FORM
City of Emeryville CALIFORNI
Ste. aR

ATTACHMENT B
Bid Submittal Form
TO THE CITY OF EMERYVILLE: In compliance with the notice inviting bids, the undersigned hereby proposes to furnish all necessary tools and equipment, materials, labor, and supervision (including cost of Workers’ Compensation Insurance and all payroll taxes on such labor) to provide the above, in accordance with the Special Provisions and Specifications and City of Emeryville General and Work Conditions therefore, and further agrees to enter into a Contract therefore, at the prices listed in the accompanying proposal. All costs, except sales tax, must be included in the submittal.

NOTE:

A. Submittal is to include the number of calendar days delivery will be made after receipt of a City of Emeryville purchase order; and
B. This purchase requires City Council award. As such, regarding vehicles that are currently in inventory, the City must depend that the vehicle offered is available upon award. The City will notify bidders as soon as possible of the intent to award a specific bidder and the probable Council award date. If a bidder offers a vehicle as "immediately available" but "subject to prior sale" (or similar language), the bid will not be considered and will render the entire bid submittal unresponsive.

C. Please provide a detailed cost proposal broken down by each year for a total of five years.

Please indicate the total cost here and attach all required documents to follow.

ST INFORMATION Door to Door Shuttle Service $ 181,488.55 Field Transportation . i$. 17,944.25 7
pool cial. |, a agile ae ares eats eS eyes ee ee 8 ie ae Communications _ Be $9883.40 e ___YEAR 1 TOTAL COST *$ 210,886.21 4 *See detailed five-year cost proposal below Total Cost (written amount):

Two Hundred Ten Thousand, Eight Hundred Eighty-Six Dollars and Twenty-One Cents This bid will be awarded based upon the total bid amount as written in words. Where there is a discrepancy between words and figures, words will govern.

SUBMITTED BY
Company Name: Emeryville Transportation Management Association Mailing Address: 3643 Bradshaw Road, Ste G-347, Sacramento 95827 Phone No.: (408) 258-7267 x503 Email: [email protected] Your Name: Daniel Oliver Your Title: Executive Director Signature: EEL aS Date: 7/1/2026
Attachment B
Emeryville TMA: Five-Year 8 to Go Service and Field Trip Charters 6-Hour per day Year1 Year 2 Year 3 Year 4 Year5
Fixed (Cost per month) $ 3,884.50 | $ 4,085.37 | $ 4,321.97 | $ 4,585.94 | $ 4,821.90 Variable Cost per hour $ 89.92 | $ 94.64 | $ 100.12 | $ 106.24 | $ 111.70 Revenue Hours 1,500 1,500 1,500 1,500 1,500
8 to Go Annual Total $ 181,488.55 | $ 190,985.42 | $ 202,045.75 | $ 214,386.17 | $ 225,416.88 Charter Rate $ 112,15 | $ 118.04 | $ 124.88 | $ 132.51 | $ 139.33 Charter events / year 20 20 20 20 20
Charter hours / event 8 8 8 8 8
Charter Annual Total $ 17,944.25 | $ 18,887.06 | $ 19,980.85 | $ 21,201.22 | $ 22,292.08 Administration $ 10,470.00 | $ 10,470.00 | $ 10,470.00 | $ 10,470.00 | $ 10,470.00 Communications $ 983.40 | $ 989.40 | $ 995.40 | $ 1,001.40 | $ 1,007.40 Grand Total $ 210,886.21 | $ 221,331.88 | $ 233,492.00 | $ 247,058.79.| $ 259,186.35 7-Hour per day Year 1 Year 2 Year 3 Year 4 Year 5
Fixed (Cost per month) $ 3,884.50 | $ 4,085.37 | $ 4,321.97 | $ 4,585.94 | $ 4,821.90 Variable Cost per hour $ 77.07 | $ 81.12 | $ 85.82 | $ 91.06 | $ 95.75 Revenue Hours 1,750 1,750 1,750 1,750 1,750
8 to Go Annual Total $ 181,488.55 | $ 190,985.42 | $ 202,045.75 | $ 214,386.17 | $ 225,416.88 Charter Rate $ 112.15 | $ 118.04 | $ 124.88 | $ 132.51 | $ 139.33 Charter events / year 20 20 20 20 20
Charter hours / event 8 8 8 8 8
Charter Annual Total $ 17,944.25 | $ 18,887.06 | $ 19,980.85 | $ 21,201.22 | $ 22,292.08 Administration $ 10,470.00 | $ 10,470.00 | $ 10,470.00 | $ 10,470.00 | $ 10,470.00 Communications $ 983.40 | $ 989.40 | $ 995.40 | $ 1,001.40 | $ 1,007.40 Grand Total $ 210,886.21 | $ 221,331.88 | $ 233,492.00 | $ 247,058.79 | $ 259,186.35 8-Hour per day Year 1 Year 2 Year 3 Year 4 Year 5
Fixed (Cost per month) $ 3,884.50 | $ 4,085.37 | $ 4,321.97 | $ 4,585.94 | $ 4,821.90 Variable Cost per hour $ 67.44 | $ 70.98 | $ 75.09 | $ 79.68 | $ 83.78 Revenue Hours 2,000 2,000 2,000 2,000 2,000
8 to Go Annual Total $ 181,488.55 | $ 190,985.42 | $ 202,045.75 | $ 214,386.17 | $ 225,416.88 Charter Rate $ 112.15 | $ 118.04 | $ 124.88 | $ 132.51 | $ 139.33 Charter events / year 20 20 20 20 20
Charter hours / event 8 8 8 8 8
Charter Annual Total $ 17,944.25 | $ 18,887.06 | $ 19,980.85 | $ 21,201.22 | $ 22,292.08 Administration $ 10,470.00 | $ 10,470.00 | $ 10,470.00 | $ 10,470.00 | $ 10,470.00 Communications $ 983.40 | $ 989.40 | $ 995.40 | $ 1,001.40 | $ 1,007.40 Grand Total $ 210,886.21 | $ 221,331.88 | $ 233,492.00 | $ 247,058.79 | $ 259,186.35 Notes:
-Year 1 is Sept. 2026 to August 2027
-250 8 to Go revenue service days per year
-20 charters per year, with each charter being 8 hours in duration -Charter rate includes MV provided vehicle
-Charter rate when using City of Emeryville-provided vehicle will be 8 hour variable rate -Pass-through costs for maintenance, disinfecting, tires, and major repairs on City-owned vehicles will be invoiced separately at cost plus 7%, consistent with the City's responsibility for vehicle maintenance under this contract

ATTACHMENT C
EXCEPTIONS TO SPECIFICATIONS / REQUIREMENTS Ji ar CALIFORNIA City of Emeryville

ATTACHMENT C
Exceptions to Specifications / Requirements
Please check if you have NO EXCEPTIONS to our requirements.

List below requests for clarifications, exceptions, and amendments, if any, to the RFB and its exhibits, and submit with your Bid response.

The City is under no obligation to accept any exceptions and such exceptions may be a basis for Bid disqualification.

Item No. {Reference To: Description
Page No. |Paragraph No.

Daniel Oliver, ETMA Executive Director ZA 7/1/2026
Bidder Name Signature Date
Je ar City y of Emeryville ry

CALIFORNIA

ATTACHM ENT B
Bid Submittal Form
TO THE CITY OF EMERYVILLE: In compliance with the notice inviting bids, the undersigned hereby proposes to furnish all necessary tools and equipment, materials, labor, and supervision (including cost of Workers’ Compensation Insurance and all payroll taxes on such labor) to provide the above, in accordance with the Special Provisions and Specifications and City of Emeryville General and Work Conditions therefore, and further agrees to enter into a Contract therefore, at the prices listed in the accompanying proposal. All costs, except sales tax, must be included in the submittal.

NOTE:

A. Submittal is to include the number of calendar days delivery will be made after receipt of a City of Emeryville purchase order; and
B. This purchase requires City Council award. As such, regarding vehicles that are currently in inventory, the City must depend that the vehicle offered is available upon award. The City will notify bidders as soon as possible of the intent to award a specific bidder and the probable Council award date. If a bidder offers a vehicle as "immediately available" but "subject to prior sale" (or similar language), the bid will not be considered and will render the entire bid submittal unresponsive.

Door to Door Shuttle Service $ 0.00
Field Transportation $ 0.00
TOTAL COST $0.00
Total Cost (written amount): One hundred sixteen thousand, one hundred sixty dollars.

Please see ''Attachment B - Bid Submittal Form Attachment (Price Schedule)," for pricing breakdown.

This bid will be awarded based upon the total bid amount as written in words. Where there is a discrepancy between words and figures, words will govern.

SUBMITTED BY
| Company Name: -Onward Health, Inc.
| Mailing Address: | 4241 Montgomery Dr., #1040, Santa Rosa, CA 95405 | (No P.O. Boxes) | "Phone No.: (312) 485-3484 Email: [email protected] | Your Name: | Kim Petty . | Your Title: | CEO |
"Signature: | K. Pekly | Date: 6-29-2026
Attachment B - Bid Submittal Form Attachment (Price Schedule & Assumptions) Line Item Line Item Quantity Rate Total
Inputs per Year Cost
Ambulatory 6 or 7 out of 8 riders are ambulatory, with an expected annual volume of 2000 total door to Trips door trips.

Base Rate 1,600 $36.00 | $57,600 | Anywhere in the service area (zip 94608)
WAV Trips Out of 2000 trips 1 out of every 6 to 8 rides require a WAV Vehicle Base Rate 400 $65.00 | $26,000 | Anywhere in the service area (zip 94608)
Field Trips We are assuming 20 Field Trips, with 20 Participants of which 3 require WAV Service, and that the average distance of all field trips is 20 miles WAV Base Rate | 20x3=60 $60.00 $3600 20 field trips, 3 WAV riders per Field Trip
WAV Per Mile 20x20x3=1,20 | $4.00 $4800 20 field trips, 20 miles per field Rate 0 trip, 3 WAV riders per field trip
Ambulatory 20x17= 340 $34.00 | $11,560 | 20 field trips, 17 ambulatory Base Rate riders per Field Trip
Ambulatory per | 20x20x17=6,8 | $2.00 $12,600 | 20 field trips, 20 miles per field Mile Rate 00 trip, 17 ambulatory riders per
field trip
Software and | Annual fee for software platform to enable coordination of transportation, eligibility tracking, Support and rider notifications
Unlimited
Users
Annual Fee $12,000 | Charged Annually
Total Cost for Year 1 $116,160
Rate Escalation year over year: 5%
Service Area: The 94608 zip code covers the city of Emeryville, CA, and parts of neighboring West Oakland in Alameda County. It soans approximately 2.74 square miles of land area and measures roughly 2 miles by 1.5 miles at its widest points across the map J a ic K City of Emeryville

CALIFORNIA

ATTACHM ENT C
Exceptions to Specifications / Requirements
L] Please check if you have NO EXCEPTIONS to our requirements.

List below requests for clarifications, exceptions, and amendments, if any, to the RFB and its exhibits, and submit with your Bid response.

The City is under no obligation to accept any exceptions and such exceptions may be a basis for Bid disqualification.

Item No. Reference To:

Page No. Paragraph No. Description
43 21
Onward requests that any City-directed changes to the Services require notice to and consent from Contractor before the City may alter, add to, or deduct from the Scope of Work. Any such change should be documented through a mutually executed amendment 43 3.1
4h 44 444 ay +: 4 + 43 hadi] Tifat dauUuULressts ally irecesodly auy UStiirenie ty CUMTPenrsdtiorr UT SUITCUCTIC, Onward requests clarification that the City will review and approve Contractor invoices within thirty (30) days, with payment due within forty-five (45) days after approval by City staff. This provides a defined invoice-review timeline while preserving the City’s existing payment approval process. 45 4.5.3
Onward requests that audit and inspection rights be limited to times and frequencies the City deems reasonably necessary. This preserves the City’s audit rights while ensuring that audits and inspections are proportionate and do not unreasonably disrupt service delivery. 46 4.6
Onward requests that the conflict-of-interest notice obligation apply to Contractor’s officers and principal agents under this agreement, rather than all employees or agents generally. Onward also requests a defined ten (10) business day period to notify the City in writing if such a covered individual acquires a relevant holding, interest, contract, or agreement. 46 4.7
Onward requests clarification that the confidentiality provision does not preclude Contractor from exercising any rights available under California law. This preserves the City’s confidentiality protections while avoiding an overbroad restriction on legally protected rights. 46-47 4.10
Onward requests that City approval of Project Manager or key personnel changes not be unreasonably withheld. Onward also requests clarification that personnel changes required by ordinary employment circumstances, business needs, or personnel availability will not constitute a material breach where Onward provides qualified substitute personnel of comparable or superior expertise and experience. 47 4.12
Onward requests that City ownership apply only to materials prepared exclusively for the Services under this Contract. Onward further requests that pre-existing intellectual property and independently developed Contractor materials remain Onward property, with the City receiving an appropriate non-exclusive license to use such materials solely in connection with the Contract. 48 4.13.4
Onward requests clarification of the applicable Living Wage rate because the Professional Services Contract states “$50.00 PER HOUR,” while other RFP materials reference the City’s Living Wage Ordinance. Onward will comply with applicable Emeryville wage laws. 50 5.A
Onward requests a longer termination-for-convenience notice period than five (5) calendar days, given the upfront investment required to launch, staff, credential, and manage a transportation-as-a-service paratransit program. Onward requests a ninety (90) calendar day notice period for termination for convenience.
10 50 5.E
Onward requests that immediate termination for non-appropriation apply only if the City Council does not appropriate sufficient funds and the City Manager can no longer reasonably fund the Services. This preserves the City’s funding protection while clarifying that immediate termination should be tied to an actual inability to fund the contracted Services. 11 18
Exhibit B,
Paragraph 1.1 / Page 19-
Exhibit B, Paragraph 1.2
Onward requests clarification that Pollution Liability Insurance is not required for the proposed transportation-as-a-service paratransit model because Onward will not perform fueling, vehicle maintenance, hazardous materials handling, storage-tank work, environmental remediation, or other services creating pollution exposure. Onward will maintain all applicable automobile liability, general liability, professional liability, workers’ Onward
compensation, and subcontractor insurance required for. transportation operations K. Petty 6-23-2026
Bidder Name Signature id Date
_— W-9 Request for Taxpayer
(Rev. March 2024) Identification Number and Certification Department of the Treasury
Internal Revenue Service Go to www.irs.gov/FormW49 for instructions and the latest information.

Give form to the
requester. Do not
send to the IRS.

Before you begin. For guidance related to the purpose of Form W-9, see Purpose of Form, below. entity’s name on line 2.)
Onward Health, Inc
1 Name of entity/individual. An entry is required. (For a sole proprietor or disregarded entity, enter the owner’s name on line 1, and enter the business/disregarded 2 Business name/disregarded entity name, if different from above.

Royal Onward, LLC or Ownard
only one of the following seven boxes.

C] LLC. Enter the tax classification (C = C corporation, S = S corporation, P = Partnership) Note: Check the “LLC” box above and, in the entry space, enter the appropriate code (C, S, or P) for the tax box for the tax classification of its owner.
im Other (see instructions)
Print or type.
3a Check the appropriate box for federal tax classification of the entity/individual whose name is entered on line 1. Check C] Individual/sole proprietor lV] C corporation LE] S corporation C] Partnership im Trust/estate classification of the LLC, unless it is a disregarded entity. A disregarded entity should instead check the appropriate 3b If on line 3a you checked “Partnership” or “Trust/estate,” or checked “LLC” and entered “P” as its tax classification, and you are providing this form to a partnership, trust, or estate in which you have an ownership interest, check this box if you have any foreign partners, owners, or beneficiaries. See instructions . 4 Exemptions (codes apply only to
certain entities, not individuals;
see instructions on page 3):

Exempt payee code (if any)
Exemption from Foreign Account Tax
Compliance Act (FATCA) reporting
code (if any)
(Applies to accounts maintained
outside the United States.)
5 Address (number, street, and apt. or suite no.). See instructions. 4241 Montgomery Dr. #1040
6 City, state, and ZIP code
Santa Rosa, CA 95405
See Specific Instructions on page 3.

Requester’s name and address (optional)
7 List account number(s) here (optional)
Taxpayer Identification Number (TIN)
| Social security number Enter your TIN in the appropriate box. The TIN provided must match the name given on line 1 to avoid backup withholding. For individuals, this is generally your social security number (SSN). However, for a resident alien, sole proprietor, or disregarded entity, see the instructions for Part |, later. For other entities, it is your employer identification number (EIN). If you do not have a number, see How to get a TIN, later. or | Employer identification number Note: If the account is in more than one name, see the instructions for line 1. See also What Name and Number To Give the Requester for guidelines on whose number to enter. 8 7 1 2 8} 8/3)7]0 Geil Certification
Under penalties of perjury, | certify that:

1. The number shown on this form is my correct taxpayer identification number (or | am waiting for a number to be issued to me); and

2. | am not subject to backup withholding because (a) | am exempt from backup withholding, or (b) | have not been notified by the Internal Revenue Service (IRS) that | am subject to backup withholding as a result of a failure to report all interest or dividends, or (c) the IRS has notified me that | am no longer subject to backup withholding; and

3.lamaU.S. citizen or other U.S. person (defined below); and

4. The FATCA code(s) entered on this form (if any) indicating that | am exempt from FATCA reporting is correct.

Certification instructions. You must cross out item 2 above if you have been notified by the IRS that you are currently subject to backup withholding because you have failed to report all interest and dividends on your tax return. For real estate transactions, item 2 does not apply. For mortgage interest paid, acquisition or abandonment of secured property, cancellation of debt, contributions to an individual retirement arrangement (IRA), and, generally, payments other than interest and dividends, you are not required to sign the certification, but you must provide your correct TIN. See the instructions for Part Il, later.

Sign Signature of U) Here | U.S. person “ldy) Date July 14, 2025 V
General Instructions New line 3b has been added to this form. A flow-through entity is required to complete this line to indicate that it has direct or indirect Section references are to the Internal Revenue Code unless otherwise foreign partners, owners, or beneficiaries when it provides the Form W-9 noted. to another flow-through entity in which it has an ownership interest. This Future developments. For the latest information about developments related to Form W-9 and its instructions, such as legislation enacted after they were published, go to www.irs.gov/FormW9.
change is intended to provide a flow-through entity with information regarding the status of its indirect foreign partners, owners, or beneficiaries, so that it can satisfy any applicable reporting requirements. For example, a partnership that has any indirect foreign What’s New partners may be required to complete Schedules K-2 and K-3. See the Partnership Instructions for Schedules K-2 and K-3 (Form 1065). Line 3a has been modified to clarify how a disregarded entity completes this line. An LLC that is a disregarded entity should check the Purpose of Form appropriate box for the tax classification of its owner. Otherwise, it should check the “LLC” box and enter its appropriate tax classification. An individual or entity (Form W-9 requester) who is required to file an information return with the IRS is giving you this form because they Cat. No. 10231X Form W-9 (Rev. 3-2024)
Form W-9 (Rev. 3-2024) Page 2
must obtain your correct taxpayer identification number (TIN), which may be your social security number (SSN), individual taxpayer identification number (ITIN), adoption taxpayer identification number (ATIN), or employer identification number (EIN), to report on an information return the amount paid to you, or other amount reportable on an information return. Examples of information returns include, but are not limited to, the following.
e Form 1099-INT (interest earned or paid).
¢ Form 1099-DIV (dividends, including those from stocks or mutual funds).
e Form 1099-MISC (various types of income, prizes, awards, or gross proceeds).
e Form 1099-NEC (nonemployee compensation).
¢ Form 1099-B (stock or mutual fund sales and certain other transactions by brokers).
e Form 1099-S (proceeds from real estate transactions). ¢ Form 1099-K (merchant card and third-party network transactions). ¢ Form 1098 (home mortgage interest), 1098-E (student loan interest), and 1098-T (tuition).
e Form 1099-C (canceled debt).
¢ Form 1099-A (acquisition or abandonment of secured property).

Use Form W-9 only if you are a U.S. person (including a resident alien), to provide your correct TIN.

Caution: If you don’t return Form W-9 to the requester with a TIN, you might be subject to backup withholding. See What is backup withholding, later.

By signing the filled-out form, you:

1. Certify that the TIN you are giving is correct (or you are waiting for a number to be issued);

2. Certify that you are not subject to backup withholding; or

3. Claim exemption from backup withholding if you are a U.S. exempt payee; and

4. Certify to your non-foreign status for purposes of withholding under chapter 3 or 4 of the Code (if applicable); and

5. Certify that FATCA code(s) entered on this form (if any) indicating that you are exempt from the FATCA reporting is correct. See What Is FATCA Reporting, later, for further information.

Note: If you are a U.S. person and a requester gives you a form other than Form W-9 to request your TIN, you must use the requester’s form if it is substantially similar to this Form W-9.

Definition of a U.S. person. For federal tax purposes, you are considered a U.S. person if you are:
e An individual who is a U.S. citizen or U.S. resident alien; ¢ A partnership, corporation, company, or association created or organized in the United States or under the laws of the United States; e An estate (other than a foreign estate); or
e A domestic trust (as defined in Regulations section 301.7701-7).

Establishing U.S. status for purposes of chapter 3 and chapter 4 withholding. Payments made to foreign persons, including certain distributions, allocations of income, or transfers of sales proceeds, may be subject to withholding under chapter 3 or chapter 4 of the Code (sections 1441-1474). Under those rules, if a Form W-9 or other certification of non-foreign status has not been received, a withholding agent, transferee, or partnership (payor) generally applies presumption rules that may require the payor to withhold applicable tax from the recipient, owner, transferor, or partner (payee). See Pub. 515, Withholding of Tax on Nonresident Aliens and Foreign Entities.

The following persons must provide Form W-9 to the payor for purposes of establishing its non-foreign status.
e In the case of a disregarded entity with a U.S. owner, the U.S. owner of the disregarded entity and not the disregarded entity. e In the case of a grantor trust with a U.S. grantor or other U.S. owner, generally, the U.S. grantor or other U.S. owner of the grantor trust and not the grantor trust.
e In the case of a U.S. trust (other than a grantor trust), the U.S. trust and not the beneficiaries of the trust.

See Pub. 515 for more information on providing a Form W-9 or a certification of non-foreign status to avoid withholding.

Foreign person. If you are a foreign person or the U.S. branch of a foreign bank that has elected to be treated as a U.S. person (under Regulations section 1.1441-1(b)(2)(iv) or other applicable section for chapter 3 or 4 purposes), do not use Form W-9. Instead, use the appropriate Form W-8 or Form 8233 (See Pub. 515). If you are a qualified foreign pension fund under Regulations section 1.897(I)-1(d), or a partnership that is wholly owned by qualified foreign pension funds, that is treated as a non-foreign person for purposes of section 1445 withholding, do not use Form W-9. Instead, use Form W-8EXP (or other certification of non-foreign status).

Nonresident alien who becomes a resident alien. Generally, only a nonresident alien individual may use the terms of a tax treaty to reduce or eliminate U.S. tax on certain types of income. However, most tax treaties contain a provision known as a saving clause. Exceptions specified in the saving clause may permit an exemption from tax to continue for certain types of income even after the payee has otherwise become a U.S. resident alien for tax purposes.

If you are a U.S. resident alien who is relying on an exception contained in the saving clause of a tax treaty to claim an exemption from U.S. tax on certain types of income, you must attach a statement to Form W-9 that specifies the following five items.

1. The treaty country. Generally, this must be the same treaty under which you claimed exemption from tax as a nonresident alien.

2. The treaty article addressing the income.

3. The article number (or location) in the tax treaty that contains the saving clause and its exceptions.

4. The type and amount of income that qualifies for the exemption from tax.

5. Sufficient facts to justify the exemption from tax under the terms of the treaty article.

Example. Article 20 of the U.S.-China income tax treaty allows an exemption from tax for scholarship income received by a Chinese student temporarily present in the United States. Under U.S. law, this student will become a resident alien for tax purposes if their stay in the United States exceeds 5 calendar years. However, paragraph 2 of the first Protocol to the U.S.-China treaty (dated April 30, 1984) allows the provisions of Article 20 to continue to apply even after the Chinese student becomes a resident alien of the United States. A Chinese student who qualifies for this exception (under paragraph 2 of the first Protocol) and is relying on this exception to claim an exemption from tax on their scholarship or fellowship income would attach to Form W-9 a statement that includes the information described above to support that exemption.

If you are a nonresident alien or a foreign entity, give the requester the appropriate completed Form W-8 or Form 8233.

Backup Withholding
What is backup withholding? Persons making certain payments to you must under certain conditions withhold and pay to the IRS 24% of such payments. This is called “backup withholding.” Payments that may be subject to backup withholding include, but are not limited to, interest, tax-exempt interest, dividends, broker and barter exchange transactions, rents, royalties, nonemployee pay, payments made in settlement of payment card and third-party network transactions, and certain payments from fishing boat operators. Real estate transactions are not subject to backup withholding.

You will not be subject to backup withholding on payments you receive if you give the requester your correct TIN, make the proper certifications, and report all your taxable interest and dividends on your tax return.

Payments you receive will be subject to backup withholding if:

1. You do not furnish your TIN to the requester;

2. You do not certify your TIN when required (see the instructions for Part Il for details);

3. The IRS tells the requester that you furnished an incorrect TIN;

4. The IRS tells you that you are subject to backup withholding because you did not report all your interest and dividends on your tax return (for reportable interest and dividends only); or

5. You do not certify to the requester that you are not subject to backup withholding, as described in item 4 under “By signing the filledout form” above (for reportable interest and dividend accounts opened after 1983 only).

Form W-9 (Rev. 3-2024) Page 3
Certain payees and payments are exempt from backup withholding.

See Exempt payee code, later, and the separate Instructions for the Requester of Form W-9 for more information.

See also Establishing U.S. status for purposes of chapter 3 and chapter 4 withholding, earlier.

What Is FATCA Reporting?
The Foreign Account Tax Compliance Act (FATCA) requires a participating foreign financial institution to report all U.S. account holders that are specified U.S. persons. Certain payees are exempt from FATCA reporting. See Exemption from FATCA reporting code, later, and the Instructions for the Requester of Form W-9 for more information.

Updating Your Information
You must provide updated information to any person to whom you claimed to be an exempt payee if you are no longer an exempt payee and anticipate receiving reportable payments in the future from this person. For example, you may need to provide updated information if you are a C corporation that elects to be an S corporation, or if you are no longer tax exempt. In addition, you must furnish a new Form W-9 if the name or TIN changes for the account, for example, if the grantor of a grantor trust dies.

Penalties
Failure to furnish TIN. If you fail to furnish your correct TIN to a requester, you are subject to a penalty of $50 for each such failure unless your failure is due to reasonable cause and not to willful neglect.

Civil penalty for false information with respect to withholding. If you make a false statement with no reasonable basis that results in no backup withholding, you are subject to a $500 penalty.

Criminal penalty for falsifying information. Willfully falsifying certifications or affirmations may subject you to criminal penalties including fines and/or imprisonment.

Misuse of TINs. If the requester discloses or uses TINs in violation of federal law, the requester may be subject to civil and criminal penalties.

Specific Instructions
Line 1
You must enter one of the following on this line; do not leave this line blank. The name should match the name on your tax return.

If this Form W-9 is for a joint account (other than an account maintained by a foreign financial institution (FFI), list first, and then circle, the name of the person or entity whose number you entered in Part | of Form W-9. If you are providing Form W-9 to an FFI to document a joint account, each holder of the account that is a U.S. person must provide a Form W-9.
e Individual. Generally, enter the name shown on your tax return. If you have changed your last name without informing the Social Security Administration (SSA) of the name change, enter your first name, the last name as shown on your social security card, and your new last name.

Note for ITIN applicant: Enter your individual name as it was entered on your Form W-7 application, line 1a. This should also be the same as the name you entered on the Form 1040 you filed with your application. ¢ Sole proprietor. Enter your individual name as shown on your Form 1040 on line 1. Enter your business, trade, or “doing business as” (DBA) name on line 2.
e Partnership, C corporation, S corporation, or LLC, other than a disregarded entity. Enter the entity’s name as shown on the entity’s tax return on line 1 and any business, trade, or DBA name on line 2. ¢ Other entities. Enter your name as shown on required U.S. federal tax documents on line 1. This name should match the name shown on the charter or other legal document creating the entity. Enter any business, trade, or DBA name on line 2.
¢ Disregarded entity. In general, a business entity that has a single owner, including an LLC, and is not a corporation, is disregarded as an entity separate from its owner (a disregarded entity). See Regulations section 301.7701-2(c)(2). A disregarded entity should check the appropriate box for the tax classification of its owner. Enter the owner’s name on line 1. The name of the owner entered on line 1 should never be a disregarded entity. The name on line 1 should be the name shown on the income tax return on which the income should be reported. For example, if a foreign LLC that is treated as a disregarded entity for U.S. federal tax purposes has a single owner that is a U.S. person, the U.S. owner’s name is required to be provided on line 1. If the direct owner of the entity is also a disregarded entity, enter the first owner that is not disregarded for federal tax purposes. Enter the disregarded entity’s name on line 2. If the owner of the disregarded entity is a foreign person, the owner must complete an appropriate Form W-8 instead of a Form W-9. This is the case even if the foreign person has a U.S. TIN.

Line 2
If you have a business name, trade name, DBA name, or disregarded entity name, enter it on line 2.

Line 3a
Check the appropriate box on line 3a for the U.S. federal tax classification of the person whose name is entered on line 1. Check only one box on line 3a.

IF the entity/individual on line 1. | THEN check the box for... is a(n)...

Corporation.

Individual/sole proprietor.
¢ Corporation
e Individual or
e Sole proprietorship
e LLC classified as a partnership
for U.S. federal tax purposes or
e LLC that has filed Form 8832 or
2553 electing to be taxed as a
Limited liability company and
enter the appropriate tax
classification:

P = Partnership,
corporation C =C corporation, or
S = S corporation.
e Partnership Partnership.
e Trust/estate Trust/estate.

Line 3b
Check this box if you are a partnership (including an LLC classified as a partnership for U.S. federal tax purposes), trust, or estate that has any foreign partners, owners, or beneficiaries, and you are providing this form to a partnership, trust, or estate, in which you have an ownership interest. You must check the box on line 3b if you receive a Form W-8 (or documentary evidence) from any partner, owner, or beneficiary establishing foreign status or if you receive a Form W-9 from any partner, owner, or beneficiary that has checked the box on line 3b.

Note: A partnership that provides a Form W-9 and checks box 3b may be required to complete Schedules K-2 and K-3 (Form 1065). For more information, see the Partnership Instructions for Schedules K-2 and K-3 (Form 1065).

If you are required to complete line 3b but fail to do so, you may not receive the information necessary to file a correct information return with the IRS or furnish a correct payee statement to your partners or beneficiaries. See, for example, sections 6698, 6722, and 6724 for penalties that may apply.

Line 4 Exemptions
If you are exempt from backup withholding and/or FATCA reporting, enter in the appropriate space on line 4 any code(s) that may apply to you.

Exempt payee code.
¢ Generally, individuals (including sole proprietors) are not exempt from backup withholding.
e Except as provided below, corporations are exempt from backup withholding for certain payments, including interest and dividends. ¢ Corporations are not exempt from backup withholding for payments made in settlement of payment card or third-party network transactions. ¢ Corporations are not exempt from backup withholding with respect to attorneys’ fees or gross proceeds paid to attorneys, and corporations that provide medical or health care services are not exempt with respect to payments reportable on Form 1099-MISC.

The following codes identify payees that are exempt from backup withholding. Enter the appropriate code in the space on line 4. 1—An organization exempt from tax under section 501 (a), any IRA, or a custodial account under section 403(b)(7) if the account satisfies the requirements of section 401(f)(2).

Form W-9 (Rev. 3-2024) Page 4
2—The United States or any of its agencies or instrumentalities. 3—A state, the District of Columbia, a U.S. commonwealth or territory, or any of their political subdivisions or instrumentalities. 4—A foreign government or any of its political subdivisions, agencies, or instrumentalities.
5—A corporation.
6—A dealer in securities or commodities required to register in the United States, the District of Columbia, or a U.S. commonwealth or territory.
7—A futures commission merchant registered with the Commodity Futures Trading Commission.
8—A real estate investment trust.
9—An entity registered at all times during the tax year under the Investment Company Act of 1940.
10—A common trust fund operated by a bank under section 584(a). 11—A financial institution as defined under section 581. 12—A middleman known in the investment community as a nominee or custodian.
13—A trust exempt from tax under section 664 or described in section 4947.

The following chart shows types of payments that may be exempt from backup withholding. The chart applies to the exempt payees listed above, 1 through 13.

THEN the payment is exempt
for...

IF the payment is for...
e Interest and dividend payments | All exempt payees except for 7.

Exempt payees 1 through 4 and 6
through 11 and all C corporations.

S corporations must not enter an
exempt payee code because they
are exempt only for sales of
noncovered securities acquired
prior to 2012.
e Broker transactions
e Barter exchange transactions Exempt payees 1 through 4. and patronage dividends
e Payments over $600 required to | Generally, exempt payees be reported and direct sales over | 4 through 5.
$5,000"
e Payments made in settlement of | Exempt payees 1 through 4. payment card or third-party
network transactions
1See Form 1099-MISC, Miscellaneous Information, and its instructions. 2 However, the following payments made to a corporation and reportable on Form 1099-MISC are not exempt from backup withholding: medical and health care payments, attorneys’ fees, gross proceeds paid to an attorney reportable under section 6045(f), and payments for services paid by a federal executive agency.

Exemption from FATCA reporting code. The following codes identify payees that are exempt from reporting under FATCA. These codes apply to persons submitting this form for accounts maintained outside of the United States by certain foreign financial institutions. Therefore, if you are only submitting this form for an account you hold in the United States, you may leave this field blank. Consult with the person requesting this form if you are uncertain if the financial institution is subject to these requirements. A requester may indicate that a code is not required by providing you with a Form W-9 with “Not Applicable” (or any similar indication) entered on the line for a FATCA exemption code.

A—An organization exempt from tax under section 501 (a) or any individual retirement plan as defined in section 7701(a)(37).

B—The United States or any of its agencies or instrumentalities.

C-—A state, the District of Columbia, a U.S. commonwealth or territory, or any of their political subdivisions or instrumentalities.

D—A corporation the stock of which is regularly traded on one or more established securities markets, as described in Regulations section 1.1472-1(c)(1)(i).

E—A corporation that is a member of the same expanded affiliated group as a corporation described in Regulations section 1.1472-1(c)(1)(i).

F—A dealer in securities, commodities, or derivative financial instruments (including notional principal contracts, futures, forwards, and options) that is registered as such under the laws of the United States or any state.

G—A real estate investment trust.

H—A regulated investment company as defined in section 851 or an entity registered at all times during the tax year under the Investment Company Act of 1940.

I—A common trust fund as defined in section 584(a).

J—A bank as defined in section 581.

K—A broker.

L—A trust exempt from tax under section 664 or described in section 4947(a)(1).

M-—A tax-exempt trust under a section 403(b) plan or section 457(g) plan.

Note: You may wish to consult with the financial institution requesting this form to determine whether the FATCA code and/or exempt payee code should be completed.

Line 5
Enter your address (number, street, and apartment or suite number).

This is where the requester of this Form W-9 will mail your information returns. If this address differs from the one the requester already has on file, enter “NEW?” at the top. If a new address is provided, there is still a chance the old address will be used until the payor changes your address in their records.

Line 6
Enter your city, state, and ZIP code.

Part I. Taxpayer Identification Number (TIN)
Enter your TIN in the appropriate box. If you are a resident alien and you do not have, and are not eligible to get, an SSN, your TIN is your IRS ITIN. Enter it in the entry space for the Social security number. If you do not have an ITIN, see How to get a TIN below.

If you are a sole proprietor and you have an EIN, you may enter either your SSN or EIN.

If you are a single-member LLC that is disregarded as an entity separate from its owner, enter the owner’s SSN (or EIN, if the owner has one). If the LLC is classified as a corporation or partnership, enter the entity’s EIN.

Note: See What Name and Number To Give the Requester, later, for further clarification of name and TIN combinations.

How to get a TIN. If you do not have a TIN, apply for one immediately.

To apply for an SSN, get Form SS-5, Application for a Social Security Card, from your local SSA office or get this form online at www.SSA.gov. You may also get this form by calling 800-772-1213. Use Form W-7, Application for IRS Individual Taxpayer Identification Number, to apply for an ITIN, or Form SS-4, Application for Employer Identification Number, to apply for an EIN. You can apply for an EIN online by accessing the IRS website at www.irs.gov/EIN. Go to www.irs.gov/Forms to view, download, or print Form W-7 and/or Form SS-4. Or, you can go to www.irs.gov/OrderForms to place an order and have Form W-7 and/or Form SS-4 mailed to you within 15 business days.

If you are asked to complete Form W-9 but do not have a TIN, apply for a TIN and enter “Applied For” in the space for the TIN, sign and date the form, and give it to the requester. For interest and dividend payments, and certain payments made with respect to readily tradable instruments, you will generally have 60 days to get a TIN and give it to the requester before you are subject to backup withholding on payments. The 60-day rule does not apply to other types of payments.

You will be subject to backup withholding on all such payments until you provide your TIN to the requester.

Note: Entering “Applied For” means that you have already applied for a TIN or that you intend to apply for one soon. See also Establishing U.S. status for purposes of chapter 3 and chapter 4 withholding, earlier, for when you may instead be subject to withholding under chapter 3 or 4 of the Code.

Caution: A disregarded U.S. entity that has a foreign owner must use the appropriate Form W-8.

Form W-9 (Rev. 3-2024) Page 5
Part Il. Certification
To establish to the withholding agent that you are a U.S. person, or resident alien, sign Form W-9. You may be requested to sign by the withholding agent even if item 1, 4, or 5 below indicates otherwise.

For a joint account, only the person whose TIN is shown in Part | should sign (when required). In the case of a disregarded entity, the person identified on line 1 must sign. Exempt payees, see Exempt payee code, earlier.

Signature requirements. Complete the certification as indicated in items 1 through 5 below.

1. Interest, dividend, and barter exchange accounts opened before 1984 and broker accounts considered active during 1983.

You must give your correct TIN, but you do not have to sign the certification.

2. Interest, dividend, broker, and barter exchange accounts opened after 1983 and broker accounts considered inactive during 1983. You must sign the certification or backup withholding will apply. If you are subject to backup withholding and you are merely providing your correct TIN to the requester, you must cross out item 2 in the certification before signing the form.

3. Real estate transactions. You must sign the certification. You may cross out item 2 of the certification.

4. Other payments. You must give your correct TIN, but you do not have to sign the certification unless you have been notified that you have previously given an incorrect TIN. “Other payments” include payments made in the course of the requester’s trade or business for rents, royalties, goods (other than bills for merchandise), medical and health care services (including payments to corporations), payments to a nonemployee for services, payments made in settlement of payment card and third-party network transactions, payments to certain fishing boat crew members and fishermen, and gross proceeds paid to attorneys (including payments to corporations).

5. Mortgage interest paid by you, acquisition or abandonment of secured property, cancellation of debt, qualified tuition program payments (under section 529), ABLE accounts (under section 529A), IRA, Coverdell ESA, Archer MSA or HSA contributions or
distributions, and pension distributions. You must give your correct TIN, but you do not have to sign the certification.

What Name and Number To Give the Requester
For this type of account: Give name and EIN of:

Disregarded entity not owned by an
individual

9. A valid trust, estate, or pension trust

10. Corporation or LLC electing corporate
status on Form 8832 or Form 2553
. Association, club, religious, charitable,
educational, or other tax-exempt
organization
. Partnership or multi-member LLC
. A broker or registered nominee

14. Account with the Department of
The owner
Legal entity*
The corporation
The organization
The partnership
The broker or nominee
The public entity
For this type of account: Give name and SSN of:

The individual
The actual owner of the account or,
if combined funds, the first individual
on the account!
= . Individual
. Two or more individuals (joint account)
other than an account maintained by
an FFI
. Two or more U.S. persons
(joint account maintained by an FF)
rm ao
Each holder of the account
aS . Custodial account of a minor The minor?
(Uniform Gift to Minors Act)

5. a. The usual revocable savings trust
(grantor is also trustee)
The grantor-trustee!
b. So-called trust account that is not The actual owner’ a legal or valid trust under state law

6. Sole proprietorship or disregarded The owner?
entity owned by an individual

7. Grantor trust filing under Optional
Filing Method 1 (see Regulations
section 1.671-4(b)(2)(i)(A))**
The grantor*
Agriculture in the name of a public
entity (such as a state or local
government, school district, or prison)
that receives agricultural program
payments

15. Grantor trust filing Form 1041 or The trust
under the Optional Filing Method 2,
requiring Form 1099 (see Regulations
section 1.671-4(b)(2)(i)(B))**
‘List first and circle the name of the person whose number you furnish.

If only one person on a joint account has an SSN, that person’s number must be furnished.
? Circle the minor’s name and furnish the minor’s SSN.
3You must show your individual name on line 1, and enter your business or DBA name, if any, on line 2. You may use either your SSN or EIN (if you have one), but the IRS encourages you to use your SSN. ‘List first and circle the name of the trust, estate, or pension trust. (Do not furnish the TIN of the personal representative or trustee unless the legal entity itself is not designated in the account title.) *Note: The grantor must also provide a Form W-9 to the trustee of the trust.
**For more information on optional filing methods for grantor trusts, see the Instructions for Form 1041.

Note: If no name is circled when more than one name is listed, the number will be considered to be that of the first name listed.

Secure Your Tax Records From Identity Theft
Identity theft occurs when someone uses your personal information, such as your name, SSN, or other identifying information, without your permission to commit fraud or other crimes. An identity thief may use your SSN to get a job or may file a tax return using your SSN to receive a refund.

To reduce your risk:
e Protect your SSN,
e Ensure your employer is protecting your SSN, and
¢ Be careful when choosing a tax return preparer.

If your tax records are affected by identity theft and you receive a notice from the IRS, respond right away to the name and phone number printed on the IRS notice or letter.

If your tax records are not currently affected by identity theft but you think you are-at risk due to a lost or stolen purse or wallet, questionable credit card activity, or a questionable credit report, contact the IRS Identity Theft Hotline at 800-908-4490 or submit Form 14039.

For more information, see Pub. 5027, Identity Theft Information for Taxpayers.

Form W-9 (Rev. 3-2024) Page 6
Victims of identity theft who are experiencing economic harm or a systemic problem, or are seeking help in resolving tax problems that have not been resolved through normal channels, may be eligible for Taxpayer Advocate Service (TAS) assistance. You can reach TAS by calling the TAS toll-free case intake line at 877-777-4778 or TTY/TDD 800-829-4059.

Protect yourself from suspicious emails or phishing schemes.

Phishing is the creation and use of email and websites designed to mimic legitimate business emails and websites. The most common act is sending an email to a user falsely claiming to be an established legitimate enterprise in an attempt to scam the user into surrendering private information that will be used for identity theft.

The IRS does not initiate contacts with taxpayers via emails. Also, the IRS does not request personal detailed information through email or ask taxpayers for the PIN numbers, passwords, or similar secret access information for their credit card, bank, or other financial accounts.

If you receive an unsolicited email claiming to be from the IRS, forward this message to [email protected]. You may also report misuse of the IRS name, logo, or other IRS property to the Treasury Inspector General for Tax Administration (TIGTA) at 800-366-4484. You can forward suspicious emails to the Federal Trade Commission at [email protected] or report them at www.ftc.gov/complaint. You can contact the FTC at www.ftc.gov/idtheft or 877-IDTHEFT (877-438-4338).

If you have been the victim of identity theft, see www./dentityTheft.gov and Pub. 5027.

Go to www..irs.gov/IdentityTheft to learn more about identity theft and how to reduce your risk.

Privacy Act Notice
Section 6109 of the Internal Revenue Code requires you to provide your correct TIN to persons (including federal agencies) who are required to file information returns with the IRS to report interest, dividends, or certain other income paid to you; mortgage interest you paid; the acquisition or abandonment of secured property; the cancellation of debt; or contributions you made to an IRA, Archer MSA, or HSA. The person collecting this form uses the information on the form to file information returns with the IRS, reporting the above information.

Routine uses of this information include giving it to the Department of Justice for civil and criminal litigation and to cities, states, the District of Columbia, and U.S. commonwealths and territories for use in administering their laws. The information may also be disclosed to other countries under a treaty, to federal and state agencies to enforce civil and criminal laws, or to federal law enforcement and intelligence agencies to combat terrorism. You must provide your TIN whether or not you are required to file a tax return. Under section 3406, payors must generally withhold a percentage of taxable interest, dividends, and certain other payments to a payee who does not give a TIN to the payor.

Certain penalties may also apply for providing false or fraudulent information.

Onward
Proposal to Community Services Department
for Paratransit Services
Prepared for City of Emeryville
Submitted by Onward Health, lnc
REQUEST FOR PROPOSAL (RFP) for
Paratransit Services - 8-To-Go Program Services
Submission Date: 07/01/2026
Onward
Table of Contents
Executive Summary
Section 1: Understanding of the Program

1.1 The Population We Are Serving

1.2 The 8-To-Go Program's Role Within Community Services

1.3 Key Operational Requirements We Will Meet

1.4 Alignment With the City's Values
Section 2: Technical Approach and Service Methodology

2.1 Implementation Plan

2.2 Driver Staffing and Supervision

2.3 Dispatch and Communication Systems

2.4 Scheduling Procedures and Manifest Management

2.5 Passenger Assistance and ADA Compliance

2.6 On-Time Performance and Service Reliability Strategies

2.7 Contingency Planning

2.8 RCA & Incident Reporting

2.9 On-Call Field Trip Transportation
Section 3: Experience and Qualifications

3.1 Comparable Programs and Past Performance

3.2 System Wide Performance Indicators

3.3. Industry Recognition and Research Validation

3.4 Qualifications of Proposed Staff
Attachments
Attachment B - Bid Submittal Form
Attachment B - Bid Submittal Form Attachment (Price Schedule) Attachment C - Exceptions to Specifications_Requirements Attachment E - Completed Form W-9
Limited Claim of Confidentiality
Certain limited portions of this proposal may contain proprietary or confidential business information of Onward Health, Inc., (Onward) including non-public operational methods, technology descriptions, and partner-network information. Onward has attempted to identify and specifically mark information that it reasonably believes is confidential. Onward respectfully requests that, before disclosing any information specifically identified as trade secret, proprietary, or confidential, the City provide notice and an opportunity for Onward to respond to the request or otherwise protect its interests under applicable law.
© 2025 Onward Health, Inc. All Rights Reserved.
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Onward
Cover Letter
Date: June 22, 2026
Hazel Barry, Recreation Supervisor
City of Emeryville
1333 Park Avenue, Emeryville, CA 94608
[email protected]
RE: Proposal to Community Services Department for Paratransit Services Dear Hazel and Evaluation Committee,
Onward is pleased to submit this proposal to provide transportation services for the City of Emeryville’s 8-To-Go Paratransit Program through a transportation-as-a-service model. We understand the importance of this service. For many older adults and people with disabilities in Emeryville, the 8-To-Go program is their connection to independence, healthcare, and participation in community life.

Onward has built a paratransit model designed specifically around the needs of older adults and people with disabilities, operating it today across PACE programs, municipal senior transportation contracts, health system partnerships, and VA programs throughout California and beyond...

For the City of Emeryville, Onward will deliver:
e Consistent door-to-door service executed by trained Companion Drivers who provide patient, non-medical assistance between the rider's front door, building entrance, curb, or other safe pickup/drop-off point and the vehicle, consistent with City policy that drivers do not enter private residences
e Manifest-based operations aligned with the City's MySeniorCenter workflow, including prior-business-day manifest receipt, driver assignment, same-day ride support at driver discretion, real-time dispatch oversight, and structured service recovery e Transportation-as-a-service delivery through Onward's vetted driver and vehicle network, including standard vehicles, Companion Driver service, and WAV-capable transportation with ramp or lift access, mobility-device securement, and ADA-compliant passenger assistance when required
e Aright-sized service model that matches each trip to the appropriate level of support, helping the City preserve accessibility while avoiding a one-size-fits-all vehicle model e A City partnership model with clear escalation paths, monthly reporting, and a portal that Senior Center staff use to book rides and monitor trips e The operational capacity and financial stability to assume services upon contract award We recognize that the City currently owns vehicles used in support of the program. Onward's proposal offers a contractor-provided transportation-as-a-service model in which Onward coordinates qualified drivers and appropriate vehicles through our vetted network rather than operating City-owned vehicles. This approach gives the City flexibility on vehicle ownership, preserves full accountability for service quality, and allows transportation resources to be matched to each rider's needs.

Onward
Please contact either contact below if you have any questions or need additional information during your review.

Thank you for your consideration.

Sincerely,
Kim Petty, Chief Executive Officer
Onward Health Inc.
[email protected]
(312) 485-3484
Dominic Buono, Director of Business Development
Onward Health Inc.
[email protected]
(615) 939-2373
Onward
Executive Summary
Onward Health, Inc. (Onward) offers this proposal to operate the City of Emeryville's 8-To-Go Paratransit Program. For Emeryville's older adults and people with disabilities, the 8-To-Go program is their connection to healthcare, to the Senior Center, and to full participation in community life. We understand that responsibility and have built our entire service model around it.

Who We Are. Onward specializes exclusively in assisted transportation for older adults and people with disabilities. We operate today across PACE programs, municipal senior transportation contracts, health system partnerships, and VA programs throughout California. Our Bay Area operations include 132 active Companion Drivers and partnerships with more than 30 WAV providers. These are the resources we will deploy directly for Emeryville from day one.

What We Deliver. Our service model is purpose-built for the 8-To-Go program's requirements:
trained Companion Drivers providing true door-to-door assistance, manifest-based scheduling with real-time dispatch oversight, ADA-compliant WAV operations, and a City-facing portal that Senior Center staff use to book rides and monitor trips in real time.

Our Track Record. Onward has demonstrated consistent, measurable performance across comparable programs. Our current municipal paratransit contracts in the Bay Area (i.e. City of Hayward The HOP paratransit program) reflect fulfillment rates of 99.4-99.8%, on-time performance of 96-98%, and 5-star rider ratings above 95%.

Onward's City of Hayward solution also demonstrates the cost-effectiveness of Onward's right-sized service model: by matching each trip to the appropriate level of service, whether standard network vehicle, Companion Driver, or WAV, Onward delivers assisted paratransit access without defaulting every rider into the highest-cost vehicle type.

Our Team. Our proposed team brings decades of experience across transit operations, NEMT, healthcare, and mobility technology. A dedicated Program Manager serves as the City's single point of contact, supported by experienced operational, legal, product, and concierge teams who collectively ensure that no trip goes unfulfilled and no issue goes unresolved.

Beyond the Minimum. Onward's NIH-funded research partnership, recognition from AARP, the Alzheimer's Association, and the RRF Foundation, and our $1.9M CPUC Access for All grant reflect a mission that goes beyond logistics. We have also invested in technology that makes transportation more accessible for every rider, including Text2Book, multilingual Voice Al, and care partner notifications. These are the tools that have been proven effective in our City of Hayward paratransit program where 65% of riders adopted accessible booking within the first two months of service.

Onward is operationally ready, locally resourced, and fully committed to being a long-term partner the City of Emeryville and its residents can rely on.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 1 Onward
Section 1: Understanding of the Program
The 8-To-Go Paratransit Program is a dedicated mobility program for Emeryville's older adults and people with disabilities. This population's ability to access healthcare, attend Senior Center activities, and remain connected to their community depends entirely on the reliability and quality of each trip. a Onward understands the 8-To-Go Program as a weekday door-to-door shuttle service, operating during Senior Center hours, that requires a contractor who can execute a City-provided daily manifest with precision, communicate proactively with riders and City staff, and adapt in real time to the unpredictable realities of serving a medically complex population. Serving Emeryville's older adults and people with disabilities demands trained professionals, dedicated oversight, and a service model built around rider dignity and safety.

1.1 The Population We Are Serving
Older adults and people with disabilities face mobility challenges that most transportation systems are not designed to accommodate, such as extra time needed to reach the vehicle, dependence on walkers, canes, or wheelchairs, cognitive and sensory considerations that require patient and consistent communication, and a heightened risk of falls during boarding and alighting. A missed trip or an unsupported curbside pickup is not a minor inconvenience. It may mean a missed medical appointment, isolation from the community, or a safety incident.

Onward's entire service model was built around this population. We have designed our driver training, dispatch protocols, technology, and quality assurance processes specifically for riders who need a higher standard of care.

1.2 The 8-To-Go Program's Role Within Community Services The 8-To-Go program sits within the Community Services Department and serves the Emeryville Senior Center, an institution that plays a central role in the social, physical, and mental wellbeing of eligible older adults and people with disabilities in the City. The transportation program is the connective tissue of the Senior Center's value. Without reliable, accessible transportation, participation drops, isolation increases, and the City's investment in community programming goes unreached. The contractor is supporting the Community Services Department's mission and, by extension, the quality of life of one of Emeryville's most vulnerable populations. We take that responsibility seriously.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services Onward

1.3 Key Operational Requirements We Will Meet
Door-to-Door
Service
City Manifest
Execution
Timely Pickup
and Drop-Off
WAV
Operations
Cost-Effective
Mode
Matching
Reporting
Discipline
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Our trained Companion Drivers provide assistance from the rider's door to the vehicle and to the destination door.

Manifest-based operating workflow aligned to the City's MySeniorCenter process. The City continues to take advance reservation calls and manage program planning and eligibility in MySeniorCenter, and Senior Center staff book the resulting rides directly in Onward's portal, which serves as the booking system of record and generates the daily manifest for Onward's dispatch and scheduling team. Onward will review each day's manifest in the portal, assign appropriate driver and vehicle resources, identify any timing or accessibility questions, and prepare the next day's service plan. Same-day requests that fall outside the advance-reservation cycle route through the portal for scheduling and are handled through Onward's same-day booking channels, including
Text2Book and concierge dispatch, with all completed rides documented in the portal for reporting.

Real-time trip monitoring, proactive late-trip intervention, and service recovery documentation.

ADA-compliant vehicles with ramp or lift access, securement systems, and trained drivers for wheelchair users and mobility device users.

Onward does not assume every rider requires the same vehicle type or cost structure. We match each trip to the appropriate service level: standard vehicle trips for ambulatory riders, Companion Driver trips for riders needing door-to-door assistance, and WAV trips for riders using wheelchairs or mobility devices that require ramp/lift access. This right-sized model preserves accessibility while helping the City avoid paying WAV-level costs for trips that can be safely completed at a lower service tier.

Trip-level records, monthly summaries, and City portal access, all aligned to the reporting requirements in the Scope of Work.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services Onward
On-Call Field | Group transportation for planned outings with appropriate vehicle Trips type, ADA compliance, and advance scheduling coordination.

1.4 Alignment With the City's Values
The City has expressed a commitment to accessibility, independence, and program enhancement. Onward's service philosophy is fully aligned with those values. We believe transportation is a health and equity issue, not just a logistics problem. Our NIH-funded research partnership, our AARP and Alzheimer's Association recognition, and our $2.3M National Institute on Aging grant all reflect a mission that goes beyond moving vehicles. We are advancing the standard of care for older adults who depend on transportation to live full and connected lives.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services Onward
Section 2: Technical Approach and Service Methodology
Onward proposes a reservation-led, dispatch-supervised paratransit operation that integrates with the City's manifest process and delivers consistent, high-quality door-to-door service during all Senior Center operating hours. The approach addresses every operational element required by the Scope of Work.

2.1 Implementation Plan
Phase Timing Key Activities City Inputs
Mobilize Weeks 0-2 Confirm service area, e Finalize policy | operating hours, manifest decisions |
format and delivery method, e Designate City |
WAV requirements, rider point of contact
eligibility workflow, reporting
requirements, and field trip
coordination process
Stand-Up Weeks 2-6 e Hire and train drivers e Review driver e Invite qualified current qualifications
operators or drivers, if e Approve operating
identified by the City or parameters
incumbent provider, to
participate in Onward’s
onboarding process,
subject to Onward’s
standard screening, |
credentialing, training, and |
performance requirements
e Configure dispatch and
scheduling
e Validate manifest receipt,
review, driver assignment,
same-day ride
documentation, and
completed-trip reporting
process
e Onboard City staff to portal
e Finalize incident and
invoice workflows |
Launch & Weeks 6-10 : ; - F | | e Begin full service |e Participate in | | Stabilize | | @ Weekly internal quality governance |
| reviews | check-ins |
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 5 (9) Onward
e Monitor on-time e Confirm any policy
performance, complaints, refinements
and manifest accuracy
e Refine service recovery
routines
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services Onward
Ongoing Quality Assurance - 90 Days+
Our team members at Onward are trained in Lean principles, and have instituted daily management principals to monitor ongoing performance, conduct root cause analysis of issues, and implement rapid corrective actions. Included in this framework are:
e Quality Management System:
o Measure: Visual monitoring through real-time access to data and analytics. o Monitor: Onward internal daily operations meetings and weekly operations reviews. o WAV Partner Reviews: Monthly/quarterly WAV subcontractor business performance reviews are held to review KPIs, address performance issues, and support effective partnership.
o Collaborate Transparently: Participate in regular meeting cadence with the City, daily coordination, weekly status meetings, and quarterly business reviews, collaborating openly and transparently to review end-to-end system performance including KPI data, customer feedback, issue resolution, and other factors critical to the program success.
e Ride and Driver Monitoring:
o Real Time Trip Monitoring: Onward's concierge dispatch team receives automated system notifications to Onward team about unusual occurrences, e.g. route deviations, possible fraud, unusual time/distance, poor reviews, or service complaints.
o Driver Pool Optimization: Based on performance, ride volume, geographic trends, and usage patterns we continue to add drivers in key locations to ensure timely access to service.
o Driver Credential Monitoring & Random Testing: The onboarding and recruitment team monitors automated ongoing driver credential verifications, expirations, and follow ups for updates. And oversees compliance with ADA drug & alcohol rules and regulations.
o Performance Management: All complaints, incidents, and driver or customer service team behavior issues are tracked and logged, and corrective actions are taken as outlined in 2.8 RCA & Incident Reporting
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services Onward

2.2 Driver Staffing and Supervision
Companion Drivers Trained to Meet the Needs of the 8-To-Go Paratransit Program Onward will staff the program with dedicated, trained drivers who meet all City and regulatory requirements. Drivers are recruited, screened, and trained specifically for this program and this population. After passing the background checks, Where appropriate, Onward can also support a continuity-focused transition by inviting qualified current operators or drivers familiar with the 8-To-Go program to apply to join Onward's driver network. Incumbent drivers who meet Onward's screening, credentialing, insurance, background check, training, and performance requirements may be onboarded into the program. This approach can help preserve local route knowledge, rider familiarity, and program continuity while ensuring all drivers meet Onward's safety and service standards. Onward drivers undergo specialized training to ensure they can provide safe, empathetic, and supportive care to our riders.

Ensuring Rider Safety
Extensive Driver Screening & Training
@ Application @ Insurance @& Fingerprint @& Online Training @ InPersonTraining (@ Driver Activation @ interview @ License @ Drug & Alcohol
@ Empathy Assessment @ mvre @ Vaccinations
@ Backgroundcheck (& Physical
G Vehicle Inspection
Our Companion Driver Training Program covers:
e CPR and First Aid Certification: All drivers must complete certification in CPR and First Aid through NewLife CPR Training Center to handle emergencies that may arise during transportation.
e ADA and Mobility Assistance: Drivers train with Emergency Medical Technicians (EMTs) on how to help individuals with mobility devices, including safe transferring, avoiding fall risks, and how to provide light physical assistance.
e Door-Through-Door Service Training: Drivers are trained to assist riders from their homes through the door of their destination. This is particularly important for individuals with mobility or cognitive impairments.
e Empathy and Rider Sensitivity: Drivers receive training on how to support individuals with disabilities. This includes techniques for preventing wandering, de-escalation strategies for agitation, and how to safely assist with mobility devices such as walkers or wheelchairs.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services ae aa
Onward
e Elder Abuse and Neglect Training: Drivers are educated on how to identify and report signs of elder abuse or neglect. As mandated reporters, they are required to escalate any concerns to the appropriate authorities.
e Cultural Competency and Communication: Drivers are trained in cultural humility and communication techniques such as AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You). This ensures drivers can effectively and respectfully communicate with riders of diverse backgrounds.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services pee a ae on ee aa Cnr eee ee ee ag Av. ee ae, ae er eae ing. teste. ote eas Onward
Onward Companion Driver Training Requirements
CPR, First aid Certification
FTA Drug & Alcohol
Fingerprint and OIG background checks
Vaccinations or declination & TB Tests
MVR Pull
Onward Mission and About
ADA Law and Requirements
Supporting Riders with AD/ADRD or post sedation
Elder abuse and neglect
Visible and Invisible Disabilities
Certifications
Rider safety & Service Animals supporting Fall avoidance impairments Wheelchair and Walker Training Safe Lifting Operations
Body Mechanics & Transfer Training
IV/Fistula Training
Companion ride standards
AIDET Communication Skills
Communicating with people who are visually impaired
Accommodating rider preferences (e.g. music, temperature, etc.) Cultural Humility
Sexual Harassment and Recognizing and Reporting Sexual
Assault
Defensive Driving (driving, traffic, accident avoidance) Cell phone/Hands Free Training/Policy
Vehicle Smoke Free Training/Policy
Drug and Alcohol Zero-Tolerance Policy
How to Use the Onward Platform
Mandated Reporting
Accident or Injury Reporting
PHI and HIPAA
Infection control
Appropriate Use of PPE
Cleaning blood or bodily fluids
Compliance (Code of Conduct, Federal Waste and Abuse
Training)
Driver Wellbeing Driver self care
Rider Experience
Cultural
competency
Driving
Healthcare,
Safety, &
Compliance
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 10 Onward
Concierge Dispatch And Trust & Safety Personnel Training All concierge dispatch and trust & safety personnel undergo a minimum of 2 weeks of onboarding training below is a high level overview of of the training process:

Day 1: Week 1: Shadowing Week 2: Call
Fundamentals and Policies handling with
supervision &
call audits
Training HIPAA Basics Policies & Supervised call
Data security Procedures handling
and privacy Trust & Safety Begin handling
Onward escalations calls
mission Zendesk ticketing independently
Americans system Post call
with Onward platform PeviGws
Disabilities Act Textline Ticket
Customer Time tracking resolution Service Basics ; Shadowing of calls Onward Code ; of Conduct Manage calls with supervision Passenger
Sensitivity &
Disability
Awareness
Assess Passes Online Effective handling Supervisor
ment Assessments of mock calls, review of 10
(80%+) on Ability to perform call recordings
each topic key tasks in Review of
Onward systems CSAT scores
Effective handling Review of
of supervised calls appropriate
escalations
Ticket
resolution audit
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 11 Onward

2.3 Dispatch and Communication Systems
Dispatch is the operational core of the program. Onward assigns drivers based on the manifest schedule, requested service level, vehicle type, proximity, and any relevant rider notes. Trips are monitored in real time from reservation through completion. Our dispatch team actively manages every trip to resolution, providing:
e Real-time trip monitoring and late-trip intervention. When a trip runs behind, our team acts immediately by reaching out to riders, coaching drivers, reassigning trips, or deploying substitute coverage as needed.
e Location resolution for complex pickup points. Our dispatchers maintain working knowledge of apartment entrances, medical office access points, Senior Center locations, and other destinations within the service area to eliminate confusion at pickup. e City-facing portal for booking and real-time trip visibility. Senior Center staff use Onward's portal to enter and manage ride bookings directly, and the City can monitor trip status at any time through the same system.
e Live Concierge support during all operating hours. Riders and City staff can reach a live person for assistance, with clear escalation paths for urgent or safety-related issues The Concierge Team: Live Support via Phone, Chat, or
Shahil
Live Navigation Proactive Monitoring Support Complexity Live support via phone, Problem resolution, ride Coordination of specialty needs, integrated chat, and email for monitoring, lost item support, e.g, bariatrics, long distances, both riders and trip coordinators and escalations. and other challenges.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 12 Onward
Reservation System
The 8-To-Go program operates on a City-managed reservation model. The City continues to take advance reservation calls and manage program planning and eligibility in MySeniorCenter, and Senior Center staff book those rides directly in Onward's portal, which serves as the booking system of record and generates the operational daily manifest for Onward's dispatch and scheduling team. Onward also provides supplementary booking channels for the limited set of trips that fall outside the advance-reservation cycle, primarily same-day requests. For those trips, Onward offers a multi-channel, rider-centered system so every customer can book, confirm, or modify using the method most comfortable to them, combining automation, accessibility, and live human support.
e Text2Book Option for Same-Day Requests. For same-day and time-of-service requests that fall outside the City-built manifest, riders can book and confirm trips via text message through Onward's Text2Book system, which is especially effective for older adults and individuals who prefer simple mobile communication. Messages are structured for ease of use, and confirmations are sent immediately with pick-up details. e Voice Al Agent - For riders who prefer to call, our Voice Al Agent provides an automated, multilingual option that supports trip booking, confirmations, and cancellations 24/7. This system recognizes natural speech, supports over 35 languages, and is fully ADA-compliant with accessibility features for riders with hearing or speech impairments. e Chat Al Agents - In addition to text and phone, riders may use chat-based Al agents integrated into Onward's rider app and web portal. These conversational agents support instant trip requests and modifications, while also escalating to a live agent if additional assistance is required.
e Live Concierge Dispatch Support - Recognizing that some customers prefer direct human interaction, Onward maintains a U.S.-based, onshore Concierge Dispatch Team available 7 days a week during service hours. These trained agents are equipped with rider profiles, eligibility data, and scheduling tools to provide empathetic and accurate assistance. They also play a critical role in handling complex reservations, subscription trip setups, and same-day service needs.
e System Integration and Compliance - All reservation channels feed into a single cloud-based dispatch and scheduling system, ensuring accurate manifests, real-time vehicle assignments, and consistent compliance with service level standards).

In our program with the City of Hayward Paratransit, where riders book directly with Onward, 65% adopted Text2Book as their preferred booking approach while others used Al agents and live support. The 8-To-Go program uses a different model in which the City manages advance reservations and manifest construction, so these channels serve a supporting role focused on same-day requests and rider confirmations. This layered capability ensures that every rider, whether tech-savvy, multilingual, or in need of personal assistance, is supported across Whichever trips route through Onward directly.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 13 Onward

2.4 Scheduling Procedures and Manifest Management
The 8-To-Go program operates on a daily manifest that Senior Center staff build by entering rides into Onward's portal. The City continues to take advance reservation calls and manage program planning and eligibility in MySeniorCenter, and staff book the resulting rides in Onward's portal, which generates the operational manifest for the following business day and feeds Onward's dispatch and scheduling system in real time. This single booking system of record keeps the City's planning process intact while giving Onward immediate, accurate trip data for assignment and oversight.

Our procedures include:
e Manifest review. Onward will review each day's manifest in the portal every afternoon for the following day's service. This review will confirm scheduled pickup and drop-off times, passenger information, destination details, planned vehicle resources, and any apparent timing or routing concerns.
e Driver and vehicle assignment. Driver and vehicle assignment will be aligned to the manifest schedule, requested service level, vehicle type, rider needs known from the manifest or City communication, and Onward's available network resources. e Same-day ride handling. Same-day ride requests will be handled consistent with City policy, through Onward's same-day booking channels, including Text2Book and concierge dispatch, with all completed rides documented in the portal for reporting. e Manifest discrepancy resolution. If a manifest contains conflicts, missing information, routing concerns, or accessibility needs not previously noted, Onward will contact the City point of contact before the scheduled departure where practicable. Because the current manifest may not include all mobility-device details, Onward will coordinate with the City to confirm rider needs where necessary and maintain operational rider notes where permitted.
e Completed-trip documentation. Onward will document completed trips, same-day add-ons, pickup and drop-off times, passenger counts where available, trip duration, mileage, and other information required to support monthly summaries and invoice backup.

Onward is also prepared to discuss optional future enhancements in which our platform supports rider reminders, trip confirmations, reservation intake, manifest generation, or other scheduling functions. These enhancements are not required for launch and would be implemented only if the City elects to transition from its current MySeniorCenter-based manifest process over time..

2.5 Passenger Assistance and ADA Compliance
All Onward drivers assigned to the 8-To-Go program will deliver door-to-door service as defined in the Scope of Work. Our Companion Driver standard means the driver meets the rider at their door, provides non-medical assistance to and from the vehicle, handles mobility aids, and Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 14 Onward
escorts the rider to the destination door. This standard is applied consistently across all rider types and mobility needs:
e WAV operations. Drivers trained in ramp and lift operation, securement of mobility devices (manual and power wheelchairs, scooters), and safe boarding and alighting procedures. e Ambulatory riders. Patient, unhurried assistance with walkers, canes, and bags; safe positioning; fall-risk awareness throughout the trip.
e Communication. Drivers trained in AIDET communication to provide reassurance, confirm trip details, and de-escalate confusion or distress.
e ADA compliance. All operations comply with applicable ADA requirements for paratransit transportation.

Matching the Right Service Level to Each Rider's Needs
Service Need Typical Best Use Case Why It Matters for
Vehicle / Emeryville
Driver
Type
Ambulatory Standard Rider can enter/exit a Lowest-cost
trip network sedan or standard appropriate mode for
vehicle vehicle with limited many daily 8-To-Go
assistance trips
Assisted Onward Rider needs patience, Provides a
door-to-door Companion escorting, fall-risk higher-touch trip Driver awareness, help with experience than a
walker/cane, or extra standard rideshare
time model without requiring
WAV-level cost
WAV trip Wheelchair- Rider uses a Preserves ADA access
accessible wheelchair or mobility for riders who need it, vehicle device requiring without making every
ramp/lift access and trip a WAV trip
securement
This tiered model is particularly well suited to 8-To-Go because the City has indicated that, on a busy day, the program may serve 6-8 individuals and approximately one rider using a mobility device. Onward's approach gives Emeryville the ability to preserve WAV access for riders who need it while using lower-cost service tiers for ambulatory and assisted ambulatory trips.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 15 Onward

2.6 On-Time Performance and Service Reliability Strategies Strategy How It Works
Predictive Manifest-based scheduling with travel time buffers built in for passenger | Scheduling assistance time.

Real-Time Monitoring Dispatchers track all active trips and intervene proactively when a trip | trends late.

Day-Of Rider Driver en-route notifications reduce no-shows and pickup confusion.

Communication
Performance Review Daily and weekly operational reviews identify recurring delay patterns; corrective action is assigned and tracked.
| On-Time Kpi Target Onward targets 95%+ on-time performance across its program portfolio | and will apply that standard to the 8-To-Go program.

2.7 Contingency Planning
Onward maintains documented contingency plans for the situations most likely to disrupt paratransit service:
e Vehicle breakdown. Backup vehicles are pre-positioned or on call. If a primary vehicle becomes unavailable during service, dispatch coordinates a replacement to minimize delay.
e Driver absence. A roster of trained backup drivers is maintained before launch. No day's manifest should go unfulfilled due to a single driver calling out. e Safety incidents and incident reporting. Any incident involving rider injury, unsafe conduct, vehicle accident, or service disruption is escalated immediately to the City.

Onward maintains a structured incident response process:
e Grievances and significant complaints are reported to the City within 24-48 hours. e All major events, collisions, injuries, or assaults are reported as soon as reasonably possible with an aim of reporting within 2 hours.
e Following any serious event, Onward completes a formal Root Cause Analysis delivered in SBAR format — Situation, Background, Assessment, and Recommendation — with a corrective action timeline. This written report is shared with the City.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 16 Onward
e All complaints and incidents are logged in Onward's incident tracker. Drivers involved in active investigations are paused from service while the Trust & Safety team resolves the matter.
e Onward's QC point system tracks driver performance incidents by severity, with corrective actions ranging from coaching to temporary suspension to removal from the program.
e Severe weather or emergency conditions. Onward follows City guidance on service suspension or modification and communicates with affected riders proactively.

Onward's concierge dispatch team and Trust & Safety team operate as two distinct but coordinated layers of oversight. The concierge team handles real-time ride monitoring, rider communication, and first-level issue reporting. The Trust & Safety team handles escalations involving safety hazards, driver misconduct, or medical emergencies, and coordinates with emergency services when necessary. When systemic issues are identified, they are escalated to the Director of Operations and COO for executive-level resolution.

2.7.1 Trust & Safety Team - Handling Rider and Driver Safety Events The Trust & Safety Team is responsible for handling escalations pertaining to rider or driver safety. This includes any incidents involving medical emergencies, safety hazards, inappropriate behavior, or any violations of safety protocols. The Trust & Safety Team ensures that both drivers and riders are protected, and swift actions are taken to mitigate any potential risks.
e Scope: The team addresses events such as accidents, driver misconduct, rider medical emergencies, and complaints about unsafe driving or trip environments. e Incident Handling: In cases where immediate action is needed, such as a rider or driver safety incidents, the Trust & Safety Team will directly intervene by contacting the necessary emergency services or coordinating with local law enforcement, as appropriate.
e Escalation: If recurring safety issues are observed, these are escalated to the Director of Operations and Customer Success team for further investigation and policy review.
e High-Level Escalation: If a systemic issue persists or if a critical decision needs to be made, the Regional Operations Manager and Director of Operations escalate to the COO for executive-level resolution and implementation of corrective actions.

2.7.2 Customer Success & Operations Leads: Recurring Issues & Performance Improvement The Customer Success and Operations leads manage any recurring service issues and identifies performance improvement opportunities. They oversee day-to-day performance for partners.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 17 Onward
e Responsibility: Addressing frequent service disruptions, driver performance issues, recurring complaints, and any operational inefficiencies. They analyze data from previous trips, customer feedback, and driver performance metrics to optimize service delivery. e Collaboration: The Regional Operations lead works closely with the Director of Operations and the Regional Operations Manager to ensure drivers are adequately trained, processes are adhered to, and service-level agreements (SLAs) are consistently met.
e Escalation: \When systemic issues are identified, they are escalated to the COO or Director of Operations for high-level intervention and resolution.

2.7.3 Serious Incident Handling Procedures
When a serious event occurs, it is handled according the following procedures:
e Escalate - Issues involving accidents, driver misconduct, rider medical emergencies, and complaints about unsafe driving or trip environments are escalated immediately to the Trust & Safety team and reported to the City per the notification protocol in Section 2.8. e Verify Safety - If the ride is still in progress, the top priority is to ensure the rider is safe and reaches their destination.
e Investigate - Contact all involved parties within 24 hours to better understand the situation and get all of the details, and report the incident to the City as soon as reasonably possible.
e Document - Document complaints including date of the complaint, names of the rider and driver involved, detailed description of the issues, and the next steps. e Findings Report - For serious complaints and incidents, a write up is then sent to the City to report on the complaint, findings and any next steps e Logging & Coaching - For involved parties, immediate coaching is provided, and the complaint or incident is recorded in our incident tracker, which logs all coaching and performance-related events. We pause all drivers and network providers while investigation is active.

2.8 RCA & Incident Reporting
Onward maintains written policies and procedures for accident and incident reporting, managed through our Concierge dispatch and Trust & Safety teams working in coordination. In the event of an accident or incident, we will report the event as soon as reasonably possible. After the event, we complete a formal Root Cause Analysis (RCA) and Incident report to share with partners that follows an SBAR format and includes:
e Situation: Briefly describes the issue or problem.
e Background: Provides relevant context or history related to the situation.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 18 Onward
e Assessment: Gives an assessment of the situation and likely root causes. e Recommendation: States the recommended immediate actions and remediation for future events based on the situation.
e Timeline: Provides a timeline to complete the recommended action plan.

Real time access to analytics, regular checkins, monthly reports and joint reviews of rider feedback ensure transparency and alignment on issue resolution. Serious events will be reported and addressed in a timely manner as follows:
e Grievances: As previously mentioned, significant grievances and complaints are reported to the City within 24-48 hours.
e Serious Events: All major events, collisions, injuries, or assaults are reported as soon as reasonably possible to the City and appropriate authorities, with an aim of reporting within 2 hours, as previously mentioned, Investigations are conducted to provide the City with a detailed root cause analysis and corrective action plan.

2.8.1 Driver Quality Control and Incident Logging
Onward has developed a comprehensive Quality Control Plan (QCP) that is integral to our service delivery, ensuring that all aspects of the program meet or exceed performance expectations, that includes our driver performance. This plan addresses surveillance, inspection, documentation, and the handling of deficiencies. Data analytics generated by our platform allow us to track trends in deficiencies and take proactive measures to address potential issues before they impact service quality.

The concierge team and in app reviews allow us to capture reported incidents with drivers.

A Quality Control point system tracks driver transportation partner incidents, depending on the severity of the event, drivers and partners may receive 1 or more points on their record.

Below are some of the incident categories we track and the usual and customary points assigned to each, however, points may vary depending on the severity of the incident.

Onward uses a points-based Quality Control system in which incidents reduce a driver's standing score. Higher-severity events carry larger deductions, and cumulative point loss triggers escalating corrective action:
e No Show (-50)
e Late w/ Proper Comms (-20)
e Late w/ No Comms (-25)
e Did Not Escort Rider (-20)
e Unsafe Driving (-50)
e Unprofessional Behavior (-50)
e Safety Issue Created (-100)
e Deceptive Behavior (Payment, etc.) (-50)
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 19 Onward
e Unclean Car (-15)
e Accident or Incident/Driver Not at Fault (0)
Corrective Actions and Driver Point System: Based on these factors, the following corrective actions may be implemented:
e Coaching: For minor incidents and complaints, drivers are coached on behaviors and allowed to continue driving on the platform.
e Suspension During Investigation: In cases where fraud or serious events are detected, we suspend driver accounts pending an investigation while our trust and safety team works to resolve issues quickly and fairly. e Suspension: If the driver accumulates multiple points in a given time period or is involved in a moderate incident, it can result in a temporary suspension. e Removal: For serious infractions, including fraud, serious safety violations, and harassment, or if a driver accumulates a high number of QC points they are immediately removed from the platform.

2.9 On-Call Field Trip Transportation
Onward will provide optional on-call field trip transportation support as described in the Scope of Work and clarified in the City's Q&A. The City estimates a maximum of approximately 20 field trips per year, typically 1-2 field trips per month when registration numbers exceed the capacity of existing City transportation resources. Field trips depart from and return to the Emeryville Senior Center, rather than requiring individual home pickups and drop-offs.

Our approach includes:
e 10-business-day advance requests. Onward will coordinate field trip transportation based on City requests submitted at least 10 business days in advance, and will confirm availability within 2 business days of each request. e Case-by-case trip planning. Field trip needs will be assessed based on the number of passengers, accessibility needs, City staff availability, distance and destination, trip duration, and whether the trip can be served by existing City resources or requires vendor-provided transportation capacity.
e Vehicle appropriateness. Onward will match the vehicle type to the group size, trip distance, and accessibility needs of each field trip. Where larger capacity, longer distance, or accessibility requirements exceed available City resources, Onward can provide or coordinate vendor-operated vehicles, including ADA-compliant vehicles with wheelchair lifts or ramps where required.
e Trip profile. Field trips may vary from approximately 4-8 hours and may be local or up to approximately 2 hours away. Prior destinations have included regional Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 20 Onward
attractions such as the Alameda County Fairgrounds, theaters in San Francisco, restaurants, museums, and other Bay Area destinations.
e Trip leader coordination. Onward will work closely with the designated City staff member or trip leader to confirm departure time, return time, destination address, participant count, accessibility needs, anticipated duration, vehicle requirements, and any special instructions.
e Rate structure. Field trip services will be billed on a separate itemized rate schedule from the daily paratransit program. Rates will be based on the resources required for each trip, including duration, distance, vehicle type, accessibility requirements, and driver time. Overtime, extended wait times, and itinerary changes will be pre-approved by the City as required.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services Onward
Section 3: Experience and Qualifications
Onward specializes in assisted transportation programs that serve older adults, people with disabilities, and medically complex populations. We have built our technology, training, driver network, and operating model specifically for the populations and program types that the 8-To-Go program serves.

3.1 Comparable Programs and Past Performance
Below are examples of previous work, including the annual trip volume and our KPI performance. Metrics provided for each project include:
e Fulfillment: The percentage of trips requested that were assigned to a driver. e On-Time Performance (OTP): Percentage of trips started within +/- 15 minutes of scheduled time.
e 5-Star Ratings: The percentage of trips where a rider provided a 5-star review.

Similar
Projects
Project Overview Contact & Duration
}) HaywarD Paratransit Services:

Door to Door Companion Rides
Wheelchair Rides
Phoenix, AZ
VALLEY
. METRO
¢ 9S CENTER FOR ELDERS’ ps independence
San Francisco VA
Health Care System
Ride Choice Program:

Door to Door Companion Rides
Wheelchair Rides
Hayward, CA
Overflow Provider:

Door to Door Companion Rides
Wheelchair Rides
Oakland, CA
SA Primary Provider:

Door to Door Companion Rides
Wheelchair Rides
San Francisco, CA
Rick Rivera, Management
Analyst, 510.583.4003
[email protected]
Ov
February 2025 - Present
Matt Czoka, Director of
Operations, 410.372.3474
mczoka@mjminnovations.
com
March 2025-Present
John Byers,
Transportation Director,
510.318.7372
[email protected]
October 1, 2023-Present
Alecia Sinclair, Program
Analyst, 415.221.4810
[email protected]
July 1, 2021-Present
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 22 Onward
UC. H e al th Hospital Discharges: Molly Shane, Executive Door to Door Companion Rides Director, 415.514.6318
Wheelchair Rides [email protected]
San Francisco, CA March 13, 2022-Present

3.2 System Wide Performance Indicators
Our data reporting tools and methodologies are designed to deliver timely, accurate, and actionable insights for safety, service, and ridership performance. Reporting is available on demand, with a real-time business intelligence portal featuring:
e Dashboards: Onward's BI portal and dashboards will support the metrics requested by the Agency including total trips by trip type, total and average fare, average trip duration, average miles per trip, and usage by day, month, and hour. e Filters: Built in filters enable the City to filter data to see usage by the City's team members, riders, locations, dates, and other criteria.
e Detailed Trip Information: For each completed trip, the City will have access to pick up and drop off time, trips by user, trip pickup and drop off GPS coordinates, fare breakdown, date, duration, and mileage.
e Training and Interface: Onward's Customer Success team will provide training for the City's team members on how to use our intuitive analytics portal. Provided below are some screenshots of the interface.
e Performance analytics: View program performance including on time performance, trip reviews, and fulfillment rates in real time.
e NTD Reporting: Onward can provide required NTD reporting in the City's preferred format, including annual and monthly data on ridership (Unlinked Passenger Trips, Passenger Miles Traveled), service levels (Vehicle Revenue Miles, Vehicle Revenue Hours), financial (fares, trip fees), and safety and security incidents.
@) Onward (co ea
of Mery Ceneuted 1-93 © tpoma tes @ stooped @ otes ©
64,270 9 99.4% 96.1%
D:
lll i
Tees
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 23 Onward
Custom Reports for City's Needs: In addition to the real time reporting capabilities, and reports noted above, Onward can provide daily, weekly, or monthly automated reports delivered via email or through the BI portal, ensuring the City receives the data it needs on a regular basis.

Strong Performance Across Our Entire Client Base
Our overall performance across our entire client base is strong. Below is a snapshot of our key performance indicators across all clients.

Our Track Record
48 99.7% 97.1%
a
Average rider review! Trip Fulfillment Rate On Time Performance 1 use a cane, and she goes out of her way to help me into the vehicle, including moving garbage cans from the sidewalk so that | have an easy path. She's not just a great driver, but a great person. - Onward Rider Onward's Public Reviews Stand Out
In addition to our system data, public reviews show that we outperform other FTA/ADA compliant TNC services in the field.

Google Review Summary
Onward SilverRide UZURV

3.6 \ 146 Google reviews 4.6 « * ©» 56 Google reviews 3.1&k* 18 Google reviews

3.3 Industry Recognition and Research Validation
Onward's work with older adults and people with disabilities has been recognized by leading aging and healthcare organizations:
e $2.3M National Institute on Aging Grant (September 2024) — NIH-funded research on transportation access for older adults.
e Winner, Alzheimer's Association Pitch Contest (March 2024) e Winner, RRF Foundation Aging Challenge (October 2023) Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 24 Onward
e Winner, AARP AgeTech Pitch Contest at CES (January 2023) e $1.9M CPUC Grant - Supporting improved access to accessible transportation for older adults in California.

These recognitions reflect not just operational capability but a mission-driven commitment to improving transportation for the exact population the 8-To-Go program serves.

A sampling of awards and recognition received by our team follows.

National Institute
on Aging Re RRF fs"
Valida alidated by a . MeHI
$2.3M NIH National oye:

Institute of Aging on
Grant
Leading a groundbreaking study
Additional Awards
RRF Foundation Aging Challenge Winner
(Oct 2023)
Massachusetts eHealth Institute
Grant Winner (Jun 2023)
Alzheimer's Association Pitch Winner
(Mar 2024)
Cooley DHIS-West Pitch Winner
measuring how our Door-Through-Door (Feb 2024)
rides improve appointment adherence and
social isolation, and reduce caregiver
burden for Alzheimer's patients AARP Agelech CES Pitch Winner (Jan 2023)

3.4 Qualifications of Proposed Staff
At Onward, we recognize the importance of allocating appropriate resources to ensure the success of the project. Our team has decades of experience across ambulance, rideshare, micromobility, healthcare, and two-sided services markets along with deep experience in Lean Six Sigma and process improvement skills. Our shared mission is to create a safe, high-reliability, ideal rider experience. To guarantee the highest level of service, we are committed to assigning key personnel who will dedicate significant portions of their time and expertise to the project.

They are:

Name / Title Key Responsibilities
Kim Petty, | End-to-end | As CEO, Kim will provide executive oversight for the | | MBB, MBA program | entire project. She will ensure that all strategic goals | | Chief Executive oversight are met and that operations are aligned with the City's | Officer | | objectives. Kim will serve as the primary point of | Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 25 Onward
|
Dominic
Buono
Program
Manager,
Launch and
Implementation
Ss
Shivani
Parikh, JD
Chief Operating
Officer
Allison Jaros
Director of
Operations
Onward
Driver
Recruitment
Team
Implementati
on Support
Operational
oversight,
licensing
and
permitting
Oversee
service
delivery,
issue
resolution,
and
escalations
Conduct
driver
screening,
interviews,
and support
contact for high-level discussions, contract
compliance, and performance reviews with City
leadership. Kim has started multiple companies, is a
Lean Six Sigma Master Black Belt, is an expert in
customer experience strategy, and has spent time in
the ambulance and healthcare industries prior to
founding Onward.

Dominic is a seasoned 20-year transportation
professional with experience spanning transit,
ambulance, NEMT, and rideshare operations. He has
directed service deployments for PSTA, COTA, LYNX,
JTA, and GRTC. For the 8-To-Go program, Dominic
will lead implementation planning and ensure a
smooth transition to full operations. He will coordinate onboarding activities, facilitate communication
between Onward's operational teams and City staff,
and serve as a resource for resolving early-stage
service issues. His experience standing up
transportation programs in diverse municipal contexts
makes him a critical bridge between contract award
and operational launch.

Shivani will lead the operational framework for this
project, including oversight of day-to-day service
delivery and ensuring compliance with all licensing and permitting requirements. Her background in mobility
operations at Uber, Bird, and Blade makes her adept
at managing scalable, high-quality transportation
services. She previously led major market launches for
Uber and led Trust and Safety programs at Bird. She
will work closely with the regional operations team to
ensure sufficient driver coverage to meet the City's
daily manifest requirements and that rider safety is at the core of service delivery.

Allison will be responsible for managing the
operational delivery of services, ensuring that ride
fulfillment and driver performance meet or exceed
expectations. She will lead the recruitment, training,
and management of drivers to ensure that the City's
service requirements are met and will monitor
compliance with ADA, Safety, and operational
standards. In addition, Allison will manage escalations and ensure that any issues are promptly resolved,
maintaining high customer satisfaction and conducting
routine audits of vehicles and driver performance.

Onward has a flexible team of driver recruitment
specialists who conduct driver interviews and empathy
screenings. In addition, these individuals help coach
drivers through the completion of all onboarding steps
including MVR records, proof of insurance, vehicle
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 26 Onward
Driver | initial | inspections, fingerprint background checks, drug | Recruitment | documentati | testing, and training signups and completion. For | | | on collection | transition continuity, this team can also prioritize | and review | outreach to qualified current operators or drivers who | | | are familiar with 8-To-Go riders and service patterns, provided they satisfy Onward’s onboarding,
compliance, and quality standards.
| Sohayla | Platform | Sohayla will oversee all platform configuration and Safley, MA Configuratio technology requirements for the 8-To-Go program, Sr. Director of nand | including integration with the City's daily manifest Product | Technology / workflow, real-time ride tracking for door-to-door service, and driver app functionality for pickup and
| | drop-off confirmation. She will ensure the Onward
platform supports the City's reporting requirements,
including date of service, pick-up and drop-off times,
destination, passenger count, ADA accommodations,
and same-day add-ons, and that monthly data
summaries are generated accurately for invoicing and
City review. She will also oversee any product
| enhancements needed to support field trip
| coordination and on-call transportation requests.
| Allison Implementati | Allison will support implementation and ensure the | Dempsey | on Support, | smooth launch of services. She will support training for | Customer | Travel | riders and work to ensure ongoing customer success | Success | Training, and | through rider engagement and education. She will also | Manager | Ongoing | support tracking of key performance indicators (KPIs) | | Customer | such as ride fulfillment rates, average pickup times, | Success | and driver performance, and prepare regular reports | for the City ensuring transparency in all data-driven
insights. With other clients, Allison has successfully
project managed end-to-end launches in less than 45
days, including brand new major metros and new API
integrations.
| | JohnRey | Legal and | JohnRey will oversee all legal and compliance | Hassan, RN, Compliance requirements specific to this contract, including ADA | | Esq | Oversight | paratransit regulations, Alameda County General | Transportation Commission grant terms, the City's | Counsel | Living Wage Ordinance, workers' compensation, and licensing and permitting obligations. He will ensure
Onward meets all conditions required under the
Professional Services Contract and applicable
California labor law.

Tangala Guy, | Concierge Dispatch | Tangala will serve as the day-to-day lead for Onward's Concierge _ Reservations Lead | _ concierge dispatch team supporting the 8-To-Go Program Lead | | program. She will oversee trip coordination, rider communication, and real-time dispatch operations
during all service hours. With 10 years of
communications leadership experience and 5 years of
Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 27 Onward
Concierge
Support Team
Concierge
Support
Ellie Rizol,
Manager Driver
Recruitment
and Onboarding
Companion
Drivers
ADA-Compliant
Companion
Drivers
Subcontract
WAV
Providers
WAV
Subcontractors
Onward
Day-to-day
live support
via phone,
email, and
chat 7 days
a week,
6am-—8pm
Driver
Training
Manager
Provide
ADA-compli
ant door-to
or
through-door
assisted
companion
rides for
individuals
with mobility
or cognitive
impairments
Provide
WAV
(Wheelchair
Accessible
Vehicle)
rides for
individuals
with mobility
impairments
dispatch experience in ambulance and rideshare |
settings, Tangala brings both the operational |
knowledge and the people-management skills to |
ensure every rider interaction is handled with
professionalism and care. She holds a BBA in |
Communications.

Our Concierge team will manage ride assignments
and address real-time concerns from drivers and
riders, including handling ride cancellations and trip
adjustments. They will also provide live support for
riders and drivers via phone, email, or integrated chat features to ensure a seamless experience. All
members of our concierge team have multiple years of
transportation dispatch experience, providing top-tier
support and issue resolution, and will ensure excellent communication between riders, drivers, and the City
team.

Ellie will manage all driver recruitment, screening, and onboarding activities for the 8-To-Go program. She will oversee the full pipeline from initial candidate outreach through background checks, vehicle inspections,
training completion, and platform activation —
ensuring Onward has a qualified, ready driver roster
before launch and can scale efficiently as needed. She
will also manage ongoing driver credential monitoring,
renewal tracking, and training compliance. Ellie holds
a BS in Human Resources and brings 5 years of
experience in driver operations onboarding.

Our trained Companion Drivers will be responsible for
assisting City riders, particularly those who require
extra help due to mobility or cognitive challenges.

These drivers will meet FTA ADA requirements, be
certified in First Aid & CPR, trained on mobility
assistance, and will receive ongoing training to ensure they provide safe, compassionate service.

Our WAV Providers, including Majestic, COL, JHM,
One Access, Pleasant Rides, and Safe Rides,
specialize in providing rides to individuals who use
wheelchairs and other mobility devices, ensuring full
ADA compliance and high trip acceptance rates.

Onward Proposal to City of Emeryville Community Services Department for Paratransit Services 28 RESOLUTION NO.

RESOLUTION OF THE CITY COUNCIL OF THE CITY OF EMERYVILLE

AUTHORIZING THE CITY MANAGER TO EXECUTE A PROFESSIONAL SERVICES CONTRACT WITH AP3 TRANSPORTATION, LLC TO OPERATE THE “8 TO GO”

PARATRANSIT SHUTTLE SERVICE PROGRAM FOR A TOTAL AMOUNT NOT TO EXCEED $110,000 WITH $50,000 TO BE CHARGED TO FUND 254, AND $60,000 TO BE CHARGED TO FUND 263
WHEREAS, the City of Emeryville Community Services Department has operated the “8 To Go” Paratransit Shuttle Service since 2008 to provide mobility for seniors and people with disabilities residing within the 94608 zip code; and WHEREAS, on June 22, 2026, the City issued a Request for Proposals (RFP) for paratransit shuttle operations which closed on July 1, 2026; and WHEREAS, three qualified bid proposals were received from AP3 Transportation, Emeryville Transportation Management Association (ETMA), and Onward Health, Inc., and interviews were conducted July 30 through August 3, 2026; and WHEREAS, based on the total scores and bid proposals, AP3 Transportation was determined to be the highest-scoring and lowest-cost proposer to operate the “8 To Go” service beginning October 1, 2026; and
WHEREAS, program funding is provided by Alameda County Transportation Commission’s (A-CTC) Measure BB Direct Local Distribution (Fund 263) and a $50,000 annual contribution from the City of Oakland (Fund 254) with no General Fund dollars used; and
WHEREAS, City staff recommend that the City Council authorize the City Manager to execute a professional services contract to continue the “8 To Go” Paratransit Shuttle Service consistent with available funding and the adopted FY 2026/27 budget; now, therefore, be it
RESOLVED, by the City Council of the City of Emeryville that the City Council authorizes the City Manager to enter into a Professional Services Contract with AP3 Transportation, LLC to operate the “8 To Go” Paratransit Shuttle Service Program for a total amount not to exceed $110,000 with $50,000 allocated from Fund 254 and $60,000 from Fund 263.

Resolution No. _____
Emeryville Senior Center Paratransit – 8-To-Go
City Council Meeting | September 15, 2026

ADOPTED, by the City Council of the City of Emeryville at a Regular Meeting held September 15, 2026, by the following vote:

AYES:

NOES:

ABSTAIN:

ABSENT:

MAYOR
ATTEST: APPROVED AS TO FORM:

CITY CLERK CITY ATTORNEY

ATTACHMENTS
▪ Exhibit A – Professional Services Contract
City of Emeryville

C A L I F O R N I A

P R O F E S S I O N A L S E R V I C E S C O N T R A C T

F O R C I T Y U S E O N L Y
Contract No. CIP No.

Resolution No. Project No.

REV06/2025
THIS PROFESSIONAL SERVICES CONTRACT (“Contract”) is effective as of ____________________ (the “Effective Date”), by and between THE CITY OF EMERYVILLE, a municipal corporation, (“City”) and AP3 TRANSPORTATION, LLC (“Contractor”), individually referred to as a “Party” and collectively as the “Parties”.

W I T N E S S E T H T H A T
WHEREAS, the City desires to engage Contractor for 8ToGo Door to Door shuttle; and WHEREAS, the City finds that specialized knowledge, skills, and training are necessary to render the services necessary to do the work contemplated under this Contract; and WHEREAS, the City has determined that the Contractor is qualified by training and experience to render such services; and
WHEREAS, the Contractor desires to provide such services; and, WHEREAS, the public interest will be served by this Contract; and NOW, THEREFORE, the Parties hereto do mutually agree as follows:

1. SCOPE OF SERVICES AND TERMINATION DATE

1.1 Project Description
A complete project description is set forth in the Scope of Work, attached hereto as Exhibit A and incorporated herein by this reference.

1.2 Services
The services to be completed under this Contract (“Services”) are described in the Scope of Work set forth in Exhibit A. The Services shall be performed in accordance with terms, conditions, and specifications set forth herein. To the extent there is a conflict between the Scope of Work, and the terms, conditions, and specifications set forth herein, the terms, conditions, and specifications set forth herein shall govern.

1.3 Schedule and Completion Date
The Services to be provided by Contractor under this Contract shall commence on the Effective Date and terminate on JUNE 30, 2027. The Parties may, by mutual, written consent, extend the term of this Contract.

Docusign Envelope ID: 0627C8C0-2DDD-8178-824D-FC3E4FD0DFEA City of Emeryville | Professional Services Contract
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2. WORK CHANGES

2.1 City Rights to Change
The City reserves the right to order changes in the Services to be performed under this Contract by altering, adding to or deducting from the Scope of Work. All such changes shall be incorporated in amendments executed by the Contractor and the City. Such amendments shall specify the changes ordered and any necessary adjustment of compensation and completion time.

2.2 Additional Work Changes
Any work added to the Scope of Work by an amendment shall be executed under all the applicable conditions of this Contract. No claim for additional compensation or extension of time shall be recognized unless contained in an amendment duly executed on behalf of the City and the Contractor.

2.3 City Manager Execution
The City Manager has authority to execute without further action of the Emeryville City Council, any number of amendments so long as their total effect does not materially alter the terms of this Contract or increase the total amount to be paid under this Contract, as set forth in Section 3.2 below.

3. COMPENSATION AND METHOD OF PAYMENT

3.1 Compensation for Services Performed
City agrees to pay the Contractor for the Services performed and costs incurred by Contractor upon certification by the City that the Services were actually performed and costs actually incurred in accordance with the Contract. Compensation for Services performed and reimbursement for costs incurred shall be paid to the Contractor upon receipt and approval by the City of invoices setting forth in detail the Services performed and costs incurred. The City shall pay the Contractor within forty-five (45) days after approval of the invoice by City staff.

3.2 Total Compensation Amount
The total amount paid under this Contract as compensation for Services performed and reimbursement for costs incurred shall not, in any case, exceed ONE HUNDRED TEN THOUSAND DOLLARS AND 58 CENTS ($110,000.00), except as outlined in Section

2.3 above. The compensation for Services performed shall be as set forth in Exhibit A.

Reimbursement for costs incurred shall be limited as follows. Long distance telephone and telecommunications, facsimile transmission, normal postage and express mail charges, photocopying and microcomputer time shall be at cost. Supplies and outside services, transportation, lodging, meals and authorized subcontracts shall be at cost plus no more than a 10% administrative burden. Automobile mileage shall be no more than the current deductible rate set by the Internal Revenue Service.

Docusign Envelope ID: 0627C8C0-2DDD-8178-824D-FC3E4FD0DFEA City of Emeryville | Professional Services Contract
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4. COVENANTS OF CONTRACTOR

4.1 Assignment of Contract
The Contractor covenants and agrees not to assign or transfer any interest in, nor delegate any duties of this Contract, without the prior express written consent of the City. As to any approved subcontractors, the Contractor shall be solely responsible for reimbursing them and the City shall have no obligation to them.

4.2 Responsibility of Contractor and Indemnification of City To the fullest extent permitted by law, Contractor shall indemnify, defend, and hold harmless City and City’s members, officers, agents, employees and volunteers, from and against any and all claims, losses, liabilities of every kind, nature and description, damages, injury (including without limitation injury to or death of an employee of Contractor or subcontractors as well as any claim by any employee, agent, Contractor or independent contractor hired or employed by Contractor that such persons or individuals are entitled to any benefit otherwise provided to employees of the City, including coverage under the California Public Employee Retirement System), costs and expenses of any kind, whether actual, alleged or threatened, including, without limitation, incidental and consequential damages, court costs, reasonable attorneys’ fees, litigation expenses, and fees of expert contractors or expert witnesses incurred in connection therewith and the costs of investigation, arising out of, pertaining to, or relating to, directly or indirectly, in whole or in part, the negligence, recklessness, or willful misconduct of Contractor, any subcontractor, anyone directly or indirectly employed by them or anyone that they control. This indemnification obligation is not limited in any way by any limitation on the amount or type of damages or compensation payable to or for Contractor. This obligation to indemnify and defend the City, its members, officers, agents, employees and volunteers shall survive termination of this Contract.

If Contractor’s obligation to defend, indemnify, and/or hold harmless arises out of Contractor’s performance of “design professional” services (as that term is defined under Civil Code section 2782.8), then, and only to the extent required by Civil Code section 2782.8, which is fully incorporated herein, Contractor’s indemnification obligation shall be limited to claims that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the Contractor, and, upon Contractor obtaining a final adjudication by a court of competent jurisdiction, Contractor’s liability for such claim, including the cost to defend, shall not exceed the Contractor’s proportionate percentage of fault.

4.3 Independent Contractor
The Contractor hereby covenants and declares that it is engaged in an independent business and agrees to perform the Services as an independent contractor and not as the agent or employee of the City. The Contractor agrees to be solely responsible for its own matters relating to the time and place the Services are performed; the instrumentalities, tools, supplies and/or materials necessary to complete the Services; hiring of contractors, agents or employees to complete the Services; and the payment of Docusign Envelope ID: 0627C8C0-2DDD-8178-824D-FC3E4FD0DFEA City of Emeryville | Professional Services Contract
REV06/2025

employees, including compliance with Social Security, withholding and all other regulations governing such matters. The Contractor agrees to be solely responsible for its own acts and those of its subordinates and employees during the term of this Contract.

4.4 Insurance
Contractor shall not commence Services under this Contract until it has provided evidence satisfactory to the City that it has secured all insurance required under Exhibit B, attached hereto and incorporated herein by this reference. In addition, Contractor shall not allow any subcontractor to commence work on any subcontract until it has provided evidence satisfactory to the City that the subcontractor has secured all insurance required under Exhibit B. Failure to provide and maintain all required insurance shall be grounds for the City to terminate this Contract for cause.

4.5 Records, Reports and Audits

4.5.1 Records
A. Records shall be established and maintained by the Contractor in accordance with requirements prescribed by the City with respect to all matters covered by this Contract. Except as otherwise authorized, such records shall be maintained for a period of three years from the date that final payment is made under this Contract. Furthermore, records that are the subject of audit findings shall be retained for three years or until such audit findings have been resolved, whichever is later.

B. All costs shall be supported by properly executed payrolls, time records, invoices, contracts, or vouchers, or other official documentation evidencing in proper detail the nature and propriety of the charges. All checks, payrolls, invoices, contracts, vouchers, orders or other accounting documents pertaining in whole or in part to this Contract shall be clearly identified and readily accessible.

4.5.2 Reports and Information
Upon request, the Contractor shall furnish to the City any and all statements, records, reports, data and information related to matters covered by this Contract in the form requested by the City.

4.5.3 Audits and Inspections
At any time during normal business hours and as often as the City may deem necessary, there shall be made available to the City for examination all records with respect to all matters covered by this Contract. The Contractor will permit the City to audit, examine, and make excerpts or transcripts from such records, and to audit all contracts, invoices, materials, payrolls, records of personnel, conditions of employment and or data relating to all matters covered by this Contract.

Docusign Envelope ID: 0627C8C0-2DDD-8178-824D-FC3E4FD0DFEA City of Emeryville | Professional Services Contract
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4.6 Conflicts of Interest
The Contractor covenants and declares that, other than this Contract, it has no holdings or interests within the City of Emeryville, nor business holdings, contracts or agreements with any official, employee or other representative of the City. For the duration of this Contract, in the event the Contractor or its principals, agents or employees acquire such a holding, interest, contract, or agreement within the City of Emeryville or with any official, employee or representative of the City in the future, the Contractor will immediately notify the City of such holding, interest, contract, or agreement in writing.

4.7 Confidentiality
The Contractor agrees that such reports, information, opinions or conclusions shall not be made available to or discussed with any individual or organization, including the news media, without prior written approval of the City. The Contractor shall exercise reasonable precautions to prevent the unauthorized disclosure and use of City information whether deemed confidential or not.

4.8 Discrimination Prohibited
The Contractor covenants and agrees that in performing the Services required under this Contract, the Contractor shall not discriminate against any person on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, national origin or ancestry, age or disability, except as provided in section 12940 of the Government Code.

4.9 Licenses, Certifications and Permits
The Contractor covenants and declares that it has obtained all diplomas, certificates, licenses, permits or the like required of the Contractor by any and all national, state, regional, county, city or local boards, agencies, commissions, committees or other regulatory bodies in order to perform the Services contracted for under this Contract.

All work performed by Contractor under this Contract shall be in accordance with applicable legal requirements and shall meet the standard of quality ordinarily expected of competent professionals.

4.10 Key Personnel
The Project Manager is necessary for the successful prosecution of the Services due to their unique expertise and depth and breadth of experience. There shall be no change in Contractor’s Project Manager or members of the project team without the City’s approval. Contractor recognizes that the composition of this team was instrumental in the City’s decision to award the work to Contractor and that compelling reasons for substituting these individuals must be demonstrated for the City’s consent to be granted. Any substitutes shall be persons of comparable or superior expertise and experience. Failure to comply with the provisions of this section shall constitute a material breach of Contractor’s obligations under this Contract and shall be grounds for termination.

Docusign Envelope ID: 0627C8C0-2DDD-8178-824D-FC3E4FD0DFEA City of Emeryville | Professional Services Contract
REV06/2025