Monterey Park City Council
August 19, 2026

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

18 This has positively impacted Transdev’s innovation and development as both the Rethmann Group and Caisse des Dépôts Group share the same values and a commitment to transportation development on a global scale. Neither company is traded publicly, so shareholder demands and market forces do not impact our business plans, and we have a stable platform to innovate and invest.

Transdev Owners and Officers
Transdev Services, Inc. is a wholly owned subsidiary of Transdev North America, Inc. Transdev Officers include:
 Laura Hendricks, President
 Susan Sweat, Vice President
 Ryan Meals, CFO and Treasurer
 Randall Lewis, General Counsel & Secretary
Transdev’s Vision and Mission Statement
Transdev’s mission is to empower freedom to move every day with confidence, thanks to safe, reliable, and innovative solutions that serve the common good. This places us at the heart of everyday life and makes us a key player committed to serving community interests, developing local services, and protecting the environment. Because we are people serving people, we are committed to protecting human rights in our activities and in all stakeholder relations.

Everything starts with uncompromising
safety. Caring for the safety of our
employees and passengers is the most
important thing we do and the primary lens
that we operate through.

Passenger experiences adapted to the
moment. Passengers have high
expectations, and we have solutions to
improve those expectations measurably.

Our operating performance is
exceptional. Transdev gathers the best
practices from our experience and
operations worldwide.

Our rigorous fleet maintenance program protects valuable assets. Through developing proprietary platforms, we have pioneered a maintenance approach that ensures the longevity of transit vehicles and extends the lives of our clients’ fleets.

We invest in our people and are committed to their success. Our wages, benefits, and training programs ensure we hire and retain the best employees. At all company levels, we treat others with respect and dignity.

Hear from our Ft. Bend,
Texas, General Manager
Julia Saldana, who shares
how our mission to
empower freedom helps us
serve our communities and
the common good.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park
19 Participation in Industry Organizations
Transdev is active in many transportation industry
organizations, including the California Transit Association (CTA), California Association for Coordinated Transportation (CALACT), Community Transportation Association of
America (CTAA), American Public Transit Association
(APTA), Conference of Minority Transportation Officials (COMTO), Latinos in Transit (LIT), Women’s
Transportation Seminar (WTS), and numerous other
state associations.

Through these industry forums, we stay abreast of
regulations and changes that impact our business,
collaborate, and offer guidance to our clients for resources and best practices. We regularly participate, collaborate, and brainstorm new ideas with our industry connections and share this information with our clients. Transdev is an active participant and sponsors local team members and chapters of these important organizations.

Management Philosophy
In our relationship with clients, Transdev is committed to full and prompt reporting of all relevant information about operations, labor issues, performance metrics, response to complaints, and service delivery.

In partnership with the City of Monterey Park, Transdev will manage all services including the fixed route, dial-a-ride, and microtransit services with complete transparency. We make all information available to the City as desired and work together to see the transit system grow and strengthen. We welcome the opportunity to develop an annual agenda of goals and objectives to address the City’s priorities and to report progress in achieving those goals.

We understand that the City wishes to administer and provide oversight to this contract and will do everything in our power to facilitate successful service to you. Our reporting and quality control procedures equip Transdev and the City with the information needed to successfully monitor this contract, celebrate our successes, and create plans for areas of improvement.

Frequent and regular communications with clients on both a formal and informal basis is fundamental to Transdev's business philosophy. Our Project Manager will continue regular meetings with City of Monterey Park staff to provide updates, discuss concerns, and plan continued success.

Transdev will also continue to provide a monthly operations report which will be expanded to incorporate data for all three services (if awarded), offering information on key metrics such as ridership, miles of service, service reliability, and passenger complaints. We fully support City’s service initiatives and strive to exceed your standards for key performance indicators daily.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

20 Fixed Route Experience
Transdev operates several of the largest contracted fixed route bus operations in the United States, including contracts in Arcadia (CA), Denver (CO), Fairfax County (VA), Houston (TX), Las Vegas (NV), Nassau County (NY), Orange County (CA), Phoenix (AZ), San Diego (CA), Twin Cities (MN), and Everett (WA). We also operate many medium-sized and smaller operations.

Paratransit Experience
Our demand response and paratransit clients include several high-profile systems, including those located in Baltimore (MD), Chicago (IL), Dallas (TX), Denver (CO), Hartford (CT), Houston (TX), Las Vegas (NV), Orange County (CA), Orlando (FL), Portland (OR), San Diego (CA), and San Francisco (CA).

Our service delivery models include traditional service with dedicated service providers and services that use subcontracted service delivery providers, such as in Baltimore (MD), Columbus (OH), Concord (CA), Dallas (TX), Denver (CO), Orlando (FL), and Palm Beach (FL).

We also operate brokerage/call center contracts in Atlanta (GA), Boston (MA), Oakland (CA), Pittsburgh (PA), San Francisco (CA) and Washington DC, where we manage multiple local service providers to deliver high-quality paratransit service.

Mobility-on-Demand Experience
Transdev operates on-demand/microtransit services in the U.S. and throughout the world. Our Business Solutions Innovation Team selects the right technology for our clients’ systems. The team includes IT experts who assess service needs and data and configure, deploy, test, and manage microtransit and on-demand service platforms.

Transdev Microtransit Client Locations
Our U.S. microtransit operations include app-based demand-response microtransit service for the following locations, using Spare, Cityway, RideCo, TapRide, Via, and client-provided technologies:

Client and Microtransit Service Location Technology Client Since
Bay County Transit Bay County, FL Spare 2014
City of Abilene Abilene, TX Spare 2012
City of Avondale - WeRide Avondale, AZ RideCo 2022
City of Baldwin Park Baldwin Park, CA RideCo 2025
City of Goodyear - WeRide Goodyear, AZ RideCo 2022

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

21 Client and Microtransit Service Location Technology Client Since
City of Montgomery Montgomery, AL RideCo 2000
City of Peoria - WeRide Peoria, AZ RideCo 2024
City of Plymouth Plymouth, MN RideCo 1989
City of San Gabriel San Gabriel, CA RideCo 1991
City of Spartanburg Spartanburg, SC Spare 1992
Delaware Transit Corporation Wilmington, DE Via 2016
Napa Valley Transportation Agency Napa, CA TapRide 1991 Nassau Inter-County Express - NICE
Mini
Nassau County, NY Spare 2012
OmniTrans San Bernardino,
CA
RideCo 2020
Riverside Transit Agency - Go Micro Riverside, CA RideCo 2025 River Parishes Transit Authority River Parishes, LA Cityway 2009 San Mateo County Transit - Ride Plus East Palo Alto, CA RideCo 2023 Experience Transitioning Multiple Services into One Service We are a flexible, collaborative partner and we have experience transitioning multiple services into one contract. Transdev understands the intricacies of these projects and can guide the City of Monterey Park through these changes with expertise and professionalism. We have recently consolidated several systems into one contract at the following locations.

Stanislaus Regional Transit Authority (StanRTA), CA – Transdev helped launch “The S” under its new brand on January 1, 2022. We were awarded the contract at the end of August 2021 and quickly integrated the City of Modesto transit services with Stanislaus County transit services. This consolidation included four different service contracts for the four services (fixed route and paratransit for each entity), two different contractors, a combination of bargained and non-bargained employees, and a service area of 1,500 square miles.

Central Contra Costa Transit Agency (CCCTA) and Livermore Amador Valley Transportation Authority (LAVTA), CA – Transdev began partnering with CCCTA in 2019, transitioning from a more than 30-year incumbent contractor to operate the paratransit service.

We manage these services with our dedicated staff of Operators and Technicians. To increase efficiency, subcontracted transportation provides overflow and after-hour trips.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

22 Our team also helped CCCTA consolidate LAVTA’s Wheels ADA Paratransit service with CCCTA’s LINK service as a pilot in 2020. The program was successful and is now a permanent part of CCCTA’s service. Further, we helped the client create the One Seat Regional Ride program to streamline transfer trips throughout the region and provide passengers with a one- seat ride between CCCTA and three neighboring transit agencies.

Experience with CNG Vehicle Maintenance
Transdev operates and maintains over 2,000 CNG transit coaches representing various manufacturers throughout the United States. Transdev has many years of experience refining our PM programs to meet the demands of this changing technology.

Industry Leaders in Electric Vehicle Maintenance and Operations Transdev manages, operates, and maintains more than 20,000 vehicles throughout the U.S. ca at 400+ contracts. We have gained valuable expertise as we grow in the zero-emission transportation environment. We have found that:
 Converting a fleet to zero-
emission is more than just
a technical matter; it
involves transforming the
culture and organization
of our ecosystems.
 We can use the new skills we have gained to tackle challenges in converting fleets, which are mainly operational.
 Because there is no single solution, we create customized offerings for each local environment regarding system design, depot size, and guidance in choosing energy and recharging solutions.
 Our role is also to support the transformation of operations and maintenance jobs with training and additional resources.

Worldwide, Transdev operates and maintains more electric buses than any other operator outside of China. In the United States, we currently operate and maintain more than 230 electric vehicles.

Transdev’s ADA Understanding
Transdev understands the Americans with Disabilities Act (ADA) and is experienced in delivering transportation services to individuals with disabilities. We strive to meet our passengers’ needs and maintain strict ADA compliance – by providing appropriate policies and procedures, staff training, and performance monitoring.

Transdev manages, operates, and
maintains more than 20,000 vehicles
throughout the U.S. at 400+
contracts.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

23 Following are some examples of commitment to serving the needs of passengers with disabilities.

We incorporate ADA compliance into our scope of services in all of our operations.

Where we provide fixed-route service, we interpret ADA guidelines to ensure compliance priority seating, mobility device securement, and lift/ramp maintenance. We teach all Managers, Supervisors and front-line personnel how to properly perform their duties to maintain ADA compliance.

Transdev employs people with disabilities in a wide range of management, supervisory, and front-line positions across the country. As a result, we have gained many valuable employees, deepened our understanding of the capabilities of people with disabilities, and learned strategies for making reasonable accommodations in the work environment.

All Operator and front-line employee training programs include a summary of ADA requirements and a discussion of the policies and procedures for ensuring compliance.

Many of our corporate, regional, and local managers have lengthy experience with the ADA and providing service to people with disabilities, which helps us to collaborate companywide on issues that arise regarding the ADA, accessible services, and eligibility certification. In addition, our regional and corporate evaluate our operations’ service to passengers with disabilities, identify problems, and implement changes to address them.

All Transdev Operator training programs include training on techniques for safely and appropriately serving passengers with disabilities.

A number of Transdev employees are experts in a host of ADA and disability-related topic areas, including ADA eligibility certification, brokerage operations, service coordination, and passenger sensitivity and awareness. Many of these individuals serve on nationally recognized professional organizations and committees, including the American Public Transit Association’s Accessibility Committee, Paratransit Committee, Project ACTION, and the Transportation Research Board’s Paratransit Committee. Individuals affiliated with these groups help shape the future of accessible transit, share ideas and solutions with other professionals, and bring best practices back to our company for wider implementation.

Client References
Transdev is pleased to provide the following client references for the City’s consideration. We encourage you to contact any of these clients to discuss their experience with Transdev.

City of Baldwin Park, CA
Since January 2026, Transdev has been a valued mobility partner to the City of Baldwin Park, providing comprehensive fixed-route, paratransit, and microtransit services that enhance connectivity and accessibility for the community. Utilizing advanced technologies such as Passio for fixed- route scheduling and RideCo for paratransit operations, Transdev delivers integrated service management including reservations, scheduling, dispatch, and real-time route information.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

24 The system operates a well-maintained fleet consisting of El Dorado EZ Rider buses for fixed- route service and Ford Starlite vehicles supporting both paratransit and microtransit operations, ensuring reliable and efficient service delivery across all modes.

Contact: Daniel Padilla, Director of Public Works; 14403 E. Pacific Avenue, Baldwin Park, CA 91706; 626.960.4011 Ext. 460; [email protected] City of Pasadena, CA
Transdev has been providing both fixed route and demand response services for the City of Pasadena for more than 20 years. Our 90 employees operate and maintain 36 City-owned vehicles. We provide over 1 million trips per year for this vibrant community. Our successful long-standing partnership is reflected in the most recent customer satisfaction survey, with an “overall satisfaction rating” from this client of 10 on a 1-10 scale. The client has recognized Transdev for our strong operating performance and commitment to cultivating an inclusive and diverse culture. We have also helped the City incorporate new technologies into their services, including scheduling software.

Contact: Valerie Gibson, Transit Manager; 303 North Allen Avenue, Pasadena, CA 91106; 626.744.6267; [email protected]
Napa Valley Transportation Agency – Napa, CA
Transdev has operated fixed route (VINE), ADA paratransit services (VINE GO), and community shuttle services in
Napa County communities for the NVTA since 1991. A
commitment to the use of appropriate technology and a
strong safety record combined with excellent customer
service is the foundation of our service in Napa. At NVTA, Transdev provides operations, maintenance, paratransit reservations, scheduling, and dispatch. Our paratransit OTP is 94.75% and in maintenance, we consistently exceed our client’s standards for miles between road calls.

Our 105 NVTA employees, represented by the Teamsters, operate a fleet of 36 fixed route and 24 paratransit vehicles.

Contact: Kate Miller, Executive Director; 625 Burnell Street, Napa, CA 94559; 707.259.8634; [email protected]
Butte County Association of Governments – Chico, CA
For more than 33 years, Transdev has provided paratransit and fixed-route services in Butte County, CA. Transdev provides general public dial-a-ride trips with a diverse fleet of vehicles and operates fixed-route service with 113 Operators. We use Trapeze to reserve and schedule all trips, and we provide all vehicle maintenance. Strong safety performance is one of the hallmarks of our B-Line operations. This location achieved 355 Perfect Safety Days in 2022 and 352 Perfect Safety Days in 2023, meaning our team had zero preventable vehicle accidents, zero passenger/pedestrian injuries, and zero OSHA-recordable employee injuries.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

25 Contact: Andy Newsum, Executive Director; 326 Huss Drive, Suite 150, Chico, CA 28530; 530.809.4616; [email protected]
City of Alhambra, CA
Since 2019, we have provided fixed route and paratransit services for the City of Alhambra with our team of 19 employees, a fleet of 17 vehicles. Through our valued partnership, we have reached many goals with the City operating the ACT and Senior Ride transit services. Transdev was able to improve on time performance through our runcutting expertise.

Contact: Martin Ray, Director of Public Works & Utilities; 111 S First Street, Alhambra, CA 91801; 626.570.6265; [email protected] Foothill Transit, Arcadia, CA
In 2014, Transdev successfully transitioned and began operating Foothill Transit’s Arcadia facility service. Transdev is responsible for 55% of Foothill Transit’s services. Our 540 employees operate 9.5 million miles of service, including 21 local, express, and BRT routes.

We maintain a diverse fleet of 220 electric and CNG powered buses.

Foothill is an industry leader in the use of alternatively fueled fleets, including double-decker electric vehicles and plans to add hydrogen powered buses within the next several years.

Contact: LaShawn King Gillespie, Deputy Executive Director; 100 S. Vincent Avenue, #200, West Covina, CA 91790; 626.931.7201; [email protected] Transdev Client List
We have included our full Client List with the requested information in the Appendix.

Contract Termination
Transdev has never had a contract terminated prior to its scheduled conclusion.

4. Start -Up Plan
We are pleased with the level of commitment
that Transdev has provided to the City and our
passengers that rely on the system. We are happy
to recommend Transdev based on their expertise,
responsiveness, and dedication to providing safe
and reliable public transportation.

City of DeKalb, Illinois

4. Start -Up Plan

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

26 4. Start-Up Plan

4.A Implementation Schedules
The keys to Transdev’s many successful transitions are a strong team, a robust plan, clear and uninterrupted lines of communication, accountability, flexibility, and extensive corporate resources. Our corporate and regional staff members have successfully managed the transition of many transit services and are well-versed in conducting a seamless, efficient start-up. So why is this important? Transitions proceed at a pace unlike any other period of a contract’s life. They require extensive coordination of diverse resources.

Transition Timeline
Please refer to the Appendix for a chart that details the transition tasks and timeline we have identified for the operation of City of Monterey Park’s Spirit Bus, Dial-A-Ride, and MPK Transit Express microtransit services. This detailed Gantt Chart timeline shows the activities to be performed, when they will be performed, and who will be responsible for completing them. This level of detail is essential for us as a management tool, and we are confident that it will give the City the ability to effectively monitor our progress toward an on-time and effective start-up of these services. Transdev will use the Power BI data analysis tool to track our overall performance and drill down to capture detailed information on all start-up activities.

Performance Management
Transdev’s Operations Performance
Management team will work closely
with the local team to ensure the project
is on track and on budget. Led by Vice
President of Performance Management
Andrew Krueger, the team will conduct
quarterly reviews with the local team to
identify methods to improve operations.

They can also develop new tools and
reporting dashboards to enhance
operational performance.

The Operations Performance Management team is also responsible for SOP and safety plan development, customization, management, and continuous operational improvement. We use a proactive approach to managing operations and maintenance:
 Following notice to proceed, our Operations Performance Team will meet with functional area managers to review the scope of work and the City’s performance standards and expectations.
 The Operations Performance Team will draft and develop comprehensive, compliant SOPs and plans for the City’s services. These SOPs and plans will promote consistency, define how we perform work and monitor performance standards, and encourage ongoing process improvements across all functional areas.

Transdev’s Performance
Management Team will
conduct quarterly reviews
with the local team to identify
methods to improve
operations.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

27  The team will review the City’s SOPs and plans six months after service commencement and regularly after that to determine if changes or additions are required.

Key Transition Tasks for Monterey Park
Implementation of Spare Software
Transdev’s proposal includes Spare
technology as the software solution for the
City’s DAR and microtransit services.

Spare’s implementation schedule will follow
a structured yet accelerated 60-day timeline
from August 1 through October 1, 2026,
with strategically overlapping phases
designed to ensure an efficient and
seamless transition to full operations.

The process will begin with project kickoff and requirements gathering to align stakeholders and document current service parameters, followed by concurrent system configuration and data staging to build and prepare the platform environment. This will be followed by user acceptance testing and iterative refinements to validate real-world functionality, alongside comprehensive staff training and coordinated marketing and communications to prepare both personnel and riders. Final phases will include full data migration, detailed pre-launch transition planning across dispatch, reservations, and passenger-facing systems, and a coordinated system go-live on October 1, supported by ongoing post-launch optimization and performance monitoring to ensure long-term success.

We have provided Spare’s full implementation timeline, which includes detailed phase descriptions, activities, and sequencing, in the Appendix.

Fleet Transition and Vehicle Supply Approach
Transdev understands and supports the City of Monterey Park’s long-term vision to transition its transit services to a fully Zero Emission Bus (ZEB) fleet by 2040, as outlined in the City’s Innovative Clean Transit (ICT) Zero Emission Bus Rollout Plan adopted March 4, 2026. The City’s Rollout Plan recognizes that the transition to battery electric and other zero-emission technologies must occur in a measured and practical manner that avoids premature retirement of existing vehicles while allowing time for technology, infrastructure, and funding opportunities to mature.

Transdev further recognizes the City’s stated intention to transition toward a contractor-owned fleet model for both fixed-route and on-demand transit services. In support of this objective, Transdev proposes a phased fleet replacement strategy that balances operational reliability, cost effectiveness, regulatory compliance, and long-term transition planning.

Fixed Route Fleet
Transdev proposes to provide six contractor-owned vehicles to support the City’s fixed-route Spirit Bus service. During vehicle procurement and delivery, Transdev would continue utilizing the City’s existing fleet to ensure uninterrupted service continuity.

Transdev and Spare have
successfully collaborated
on a number of technology
transitions at our operating
locations.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

28 Based on current market conditions and manufacturer availability, Transdev estimates approximately six months for procurement and delivery of replacement vehicles, subject to final specifications and production schedules.

To support the City’s operational and financial goals, Transdev proposes the acquisition of intermediate-sized Starcraft Allstar compressed natural gas (CNG) buses to replace retiring City vehicles. This approach is based on current market availability, vehicle lifecycle costs, proven operating performance, and compliance with current California Air Resources Board (CARB) regulations.

At the present time, battery electric bus (BEB) options in the intermediate and cutaway vehicle classes remain limited, costly, and subject to extended production lead times. Additionally, available BEB models within this size category continue to present operational limitations associated with range, charging duration, infrastructure dependency, and overall lifecycle cost when compared to similar sized CNG vehicles.

Transdev’s proposed fleet strategy also aligns with the City’s recent service restructuring efforts, which reduced the fleet requirement to six vehicles and emphasized the use of smaller and more efficient transit vehicles based on historic ridership demand. Rather than utilizing larger heavy-duty transit buses, Transdev recommends continuing with smaller low-floor cutaway style vehicles that provide:
 Improved operating efficiency
 Lower acquisition and maintenance costs
 Greater maneuverability within neighborhood service areas  Reduced fuel consumption
 Fleet flexibility for future service /modifications
The City’s Rollout Plan identifies future deployment of “heavy-duty battery electric buses” beginning in 2028-2029. However, implementation of a heavy-duty ZEB fleet requires significant infrastructure planning and utility coordination, including electrical capacity analysis, charging equipment design, energization timelines, and facility modifications. The City’s own Rollout Plan acknowledges that existing infrastructure is not currently suitable for large-scale ZEB charging without substantial modification and that future charging configurations remain to be determined in coordination with the future contractor and local utility provider.

Given the short implementation timeframe associated with this procurement, Transdev does not believe it is operationally or financially prudent to implement a full heavy-duty BEB deployment during the initial contract term. Further, the proposed contract structure of four (4) base years with two optional one-year extensions does not align with the typical twelve-year useful life and substantial capital investment associated with heavy-duty ZEB vehicles.

Accordingly, Transdev recommends that the City utilize the initial contract term to:
 Further evaluate long-term ZEB fleet deployment strategies  Identify and secure sustainable grant and funding opportunities  Coordinate utility infrastructure planning and power availability  Determine long-term charging and storage facility requirements

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

29  Assess future advancements in zero-emission vehicle technology and regulatory requirements
Transdev also recommends that the City consider longer-term contract structures in the future, potentially in the range of 10 years, to better support the financial and operational realities associated with the procurement of 12-year useful-life zero-emission transit vehicles and associated charging infrastructure.

In addition, because ZEB deployment costs are heavily influenced by rapidly changing vehicle pricing, charging infrastructure costs, utility demand charges, and electricity rates, Transdev does not believe that a transition to a fully battery electric fleet during the option years is financially supportable under a traditional CPI-based operating agreement.

With the City election to transition toward contractor-owned vehicles under this procurement, Transdev would require City commitment regarding ownership transition or financial assumption of the vehicles should Transdev no longer operate the contract in future procurement cycles.

Dial-A-Ride and Microtransit Fleet
For the City’s Dial-A-Ride and MPK Transit Express services, Transdev proposes a unified fleet approach utilizing six vehicles capable of supporting both programs. This approach provides operational flexibility, improved vehicle utilization, simplified maintenance practices, and reduced spare ratio requirements.

The proposed fleet includes:
 Four hybrid Toyota Sienna vehicles
 Two wheelchair-accessible gasoline Ford Transit vehicles The proposed hybrid and gasoline vehicle mix provides a practical balance between environmental stewardship, operational reliability, and service flexibility while supporting the City’s long-term transition objectives.

Although battery electric versions of the Ford Transit platform are commercially available, current operating limitations make them operationally challenging for Monterey Park’s anticipated demand-response and microtransit service profile. Based on current battery range and charging performance, a battery electric Ford Transit would likely support only approximately one-half of a daily operating shift before requiring recharge. As a result, implementation would likely require mid-day vehicle changeouts, additional spare vehicles, increased charging infrastructure, and expanded operational staffing to maintain service reliability.

Transdev believes the proposed hybrid and gasoline fleet strategy represents the most reliable and cost-effective near-term solution while allowing the City additional time for battery electric demand-response vehicle technology to mature and for charging infrastructure availability to expand.

Transdev remains committed to partnering with the City to support its long-term ZEB transition goals while maintaining safe, reliable, and fiscally responsible transit operations for the Monterey Park community.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

30 Service Evolution and Long-Term Mobility Strategy
During the term of the contract, Transdev will work collaboratively with the City to continuously evaluate the effectiveness, productivity, and long-term sustainability of the City’s fixed-route and microtransit services. As part of this process, Transdev recommends that the City evaluate whether evolving travel patterns, ridership demand, and operational performance support a gradual transition away from traditional fixed-route service toward a more flexible, technology- driven microtransit model.

The City’s recent launch of the MPK Transit Express pilot program demonstrates Monterey Park’s willingness to explore innovative mobility solutions that better align service levels with actual community travel demand. Based on industry trends and the operational characteristics of Monterey Park’s service area, Transdev believes there may be future opportunities to consolidate portions of the existing fixed-route network into an expanded on-demand microtransit model utilizing smaller vehicles.

A transition toward a predominantly microtransit-based system could provide several potential benefits, including:
 Increased service flexibility and responsiveness to customer demand  Reduced operating and maintenance costs
 Improved vehicle utilization and productivity
 Enhanced neighborhood mobility coverage
 Reduced deadhead and low-productivity fixed-route mileage  Elimination of the need for larger fixed-route transit buses This approach may also significantly reduce or eliminate the City’s future need to procure and maintain larger heavy-duty zero-emission buses and the associated charging infrastructure required to support them. Given the substantial capital costs associated with ZEB compliance for larger transit buses, including vehicle procurement, utility upgrades, charging infrastructure, facility modifications, and long-term power costs, the continued evaluation of smaller-scale mobility solutions may provide the City with a more practical and financially sustainable long- term transit strategy.

Transdev recommends utilizing the base term of the contract to jointly evaluate ridership trends, operational performance data, customer response, and technology advancements in order to determine whether a broader microtransit service model could effectively meet the City’s mobility objectives while reducing future fleet and infrastructure obligations associated with large ZEB fleet deployment.

Should the City wish to transition to predominantly microtransit services, Transdev is prepared to support the services with properly vetted and screened, local employees, professionally trained Operators and well-defined safety operational policies and procedures.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

31 Staffing for Multi-Mode Service Delivery
Staffing for the next contract term builds on our strong existing foundation for fixed route service while scaling resources to support the DAR and microtransit operations. As the current provider for Spirit Bus fixed route services, we already have a capable and fully trained team in place which will continue providing successful service operations, ensuring continuity and service reliability.

To accommodate the added DAR and microtransit scheduling, we will introduce two additional full-time Dispatchers dedicated to managing trip requests, routing, and real-time service adjustments. In addition, we will recruit and onboard additional Operators to support these services, ensuring adequate coverage, flexibility, and responsiveness to demand for these services. This targeted staffing approach allows us to efficiently take on the DAR and microtransit services while ensuring high performance across all modes.

Transition Communication
In support of a successful transition of the DAR and microtransit services, one of our first activities will be to set up several Meet Transdev meet and greet sessions with existing employees of these operations. These sessions will put a face and a name to Transdev. We will offer refreshments, provide information on Transdev, and have representatives of our local management team answer prospective employees' questions. Honest discussions and answering the hard questions will help reduce employee anxiety over the changes and reassure employees that changes will be positive.

We will also schedule a regular weekly meeting with City of Monterey Park staff and plan outreach events to educate passengers. Transdev’s Senior Vice President Rich Rogers and his team will immediately meet with the City following the contract award to finalize the transition plan and establish a schedule for weekly meetings. We will monitor progress and resolve any issues and concerns during these meetings. Corporate and Regional Support for Transition While the daily management of service is a local team effort, transitions are the efforts of an entire corporation. We have extensive experience in this area, with each department well- trained in what needs to be done and how to do it. Key members of our corporate start-up team include the following task leaders:

Area of Focus Resource Title
Transition Andrew Kruger VP of Performance
Operations Rich Rogers
Amina Wolf
Senior Vice President
Regional Director of Operations
Maintenance Ed Remly Senior National Maintenance Director Safety & Training Jerome Rogers Regional Director of Safety Purchasing Chris Haltek Director of Purchasing
Recruitment Mickey Sidhu Regional Director of Human Resources Benefits Sandi Claridge Director of Benefits
Operations Software Christopher Bryan
Yves Tang
Vice President of Business Solutions
Director of Technology
Environmental Michael Olsen Director of Environmental Services

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

32 Area of Focus Resource Title
Marketing/Customer
Service
Stuart Summers VP of Marketing & Communications
Regulatory
Compliance
Mike Smith Deputy General Counsel
Contract Execution &
Proposal Compliance
W.C. Pihl
David Smith

SVP Business Development
Director of Business Development
Transition Oversight
Vice President of Performance Andrew Kruger and his team will oversee the implementation of this project. He will assign each task to a specific individual and coordinate corporate resources.

Andrew will ensure ongoing communication and coordination to achieve tasks on schedule and with little disruption to the current operation.

Transition of Employees
The success or failure of a transition depends on having enough well-trained employees ready for deployment with a positive attitude. Our key management staff, including our Project Manager Narcisa Montemayor Silva, Safety and Training Manager Juan Perez, and Maintenance Manager Benjamin Casillas are already on-site. Regional and corporate functional teams will supplement them to help train and develop existing DAR and microtransit service staff and establish systems to track service performance. Our local fixed route Operators are in place and will provide operational continuity for the fixed route service. With this oversight, we will maintain continuity in the short term and improve services as the contract progresses.

Hiring Incumbent Employees for DAR and Microtransit Services Our strategy for recruiting employees includes making employment with Transdev as appealing as possible, communicating with the incumbent service provider regularly, and providing a flexible training schedule to minimize service disruption. We will host open-house events where the incumbent workforce can ask questions and have their voices and opinions heard. More often than not, the local team genuinely cares about what is happening in service and has excellent ideas for improving it.

Based on our experience and commitment to offering competitive wages and benefits, we anticipate many existing employees will transition with the program to continue to serve the Monterey Park community. This means we will recruit, hire, and screen a small percentage of the workforce. These tasks will be completed with support from our Regional Safety and Training and Human Resources Directors with additional support from corporate support staff.

Projecting Our Need – We begin our efforts by building a staffing plan centered on our expectations and needs based on the service requirements. Our efforts focus on understanding all aspects of the operation and expectations and developing a method and staff to achieve them based on Transdev business approaches and technologies.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

33 Attracting Incumbent Contractor Employees – Transdev expects and desires to fill a majority of open hourly and supervisory positions for the DAR and microtransit services with qualified incumbent employees. There may be a need, however, to recruit new employees.

Transdev will establish a recruitment center to accommodate the application process for existing and new employees. We will schedule multiple job fairs when Operators and other employees are available, and we will have staff on hand to accept applications, review submitted applications for completeness, and answer questions. Based on the results of these efforts, Transdev will determine the number of new employees we need to attract.

Attracting New Employees – Transdev has spent considerable effort developing a compensation and benefits package to attract and retain the right employees. Our methods for generating a quality pool of candidates include referrals from current employees, recommendations, veterans outreach, job fairs, and targeted outreach online and through social media.

Intake – Once any individual (whether employed by the incumbent contractor or not) has submitted an employment application, Transdev will review the application for completeness and compliance with company standards and contractual requirements. All employees must meet the qualifications required for safety-sensitive positions. Once an employee meets the minimum criteria and is considered a good hiring choice, we will offer employment contingent on the applicant’s ability to pass a pre-employment drug screen and a DOT physical. Transdev follows drug and alcohol screening procedures as approved by the FTA.

Tracking and Compliance – As any Human Resource Manager will tell you, onboarding employees sounds much easier than it is.

The process requires not only the completion of an application but also supplemental forms, payroll information, verification documentation, training documentation, uniform distribution, contact information, and much more. Transdev uses JobVite, a talent management and recruiting tool, to track each applicant’s status through the screening process. JobVite tracks each applicant, stores critical application information, and monitors progress. This tool helps us complete essential onboarding steps, including pre- employment drug tests, physicals, reference checks, license verification, and background checks. The system also automatically produces our EEOC reports and ensures our compliance. We also use our JobVite Talent Recruiting Database to make applying online easy and convenient.

Operator Training – During the transition period, we will provide significant training for all DAR and microtransit employees quickly. This training will run along two tracks: training for employees of the outgoing contractor who accept employment from Transdev and training for new employees who have not worked in transit or for the incumbent service provider.

New hire employees will follow the training program outlined in the training section of this proposal. Incumbent employees will receive recertification training on key aspects of the operation.

A transition creates a unique opportunity to redefine standards, reset employee expectations, and reinforce training. Transdev will use the training we provide for all incumbent contractor employees transitioning to Transdev to define our expectations for all Transdev employees. We also propose to meet with the City to identify any other issues we need to reinforce during training. Topics we expect to cover will include:

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

34  Steps for completing all required employment paperwork, including applicant and I-9 information, health benefits enrollment forms, license validation, and drug screening  An overview of Transdev’s rules, policies, and Code of Conduct, and our Managing within the Law Seminar
 A detailed review of safety policies and procedures
 A review of customer service skills, including customer service, ADA, and sensitivity training  A review of operating rules and procedures, including pre- and post-trip  An on-road safety evaluation and follow-up training as necessary for any employees operating vehicles
Transition-related training requires employees to take time away from their typical duties while still performing contract services. Transdev will work with the outgoing contractor to schedule training sessions. We will not require large numbers of employees to attend training simultaneously and, instead, will deliver training in small groups on different days at multiple times. Transdev will not hire any employee who fails to remain with the incumbent contractor until the transition date for the project.

Training will be performed by our Safety and Training Manager Juan Perez, Regional Safety Manager, and resources from other Transdev locations as needed.

Road Supervisor and Dispatcher Training – Transdev will provide the training as described in the Training Section of this proposal for these positions.

Maintenance Training – New maintenance personnel without prior experience with the current fleet will receive Transdev’s full maintenance training curriculum.

Addressing Common Transition Issues
Planning and experience are the keys to mitigating transition risks. We will create and maintain an open and honest dialogue with the City to identify issues before they become problems.

Transdev is confident that we can address any issues that could arise during the implementation of the DAR and microtransit services and the transition of the fixed route operation into a new contract term. Anticipating problems and risks identifies potential threats and allows us to create alternative approaches to keep the project timeline on track. The following table identifies some risks and the plans we will take to resolve them if they occur.

Challenge Resolution
Improperly Trained Operators We will train all new and existing Operators to Transdev and the City’s standards.

Issues with New Technology Transdev’s transit software experts, Vice President of Business Solutions Christopher Bryan and Director of Technology Services Yves Tang, will work closely with Spare on implementing and troubleshooting technology for the DAR and microtransit services.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

35 Lessons Learned
With every transition, we learn more about what to expect the next time. After each start-up, we conduct an extensive debrief with our participants to learn how to do it better and more efficiently next time. In sessions like these, we adopt new processes like using our talent management software and organizing our weekly calls.

Managing the Fear Factor
Transitions are considered a risky period for both employees and clients alike. They can also be viewed as an opportunity for renewal and a course correction. We have learned:
 Resources and experience matter. We make a point to talk about the experience of the individuals participating in a transition for a good reason. After a start-up or transition, one learns what to expect, who can be relied upon to deliver, what resistance they will encounter, and most importantly, how to deal with issues to get the job done. Experience matters. Paper resources and good intentions do not make a start-up successful.  You can never communicate too much. Regular communication with incumbent employees lets everyone know what is going on. Weekly meetings with clients communicate progress and issues that we resolve quickly. Open contact lines with the incumbent management and other providers help us maintain quality service.
 Do not burn out the local team. Service transitions require an intense effort in a relatively short period. Burning out the local team before the day-to-day service effort begins is no way to start a contract. An investment upfront in added technical resources provides a solid transition. Transdev proposes a staffing plan with budgeted resources to fund the additional transition management, recruiting, training, safety, and maintenance resources necessary to support the transition effort.
 Transparency is critical. Transitions require a collaborative partnership among the incoming contractors, the City, the employees, and the outgoing contractor. Honest, straightforward, and transparent communication are key to resolving issues quickly and effectively. We inform our partners of issues to achieve a seamless transition.

Post-Transition Follow-Up and Support
Transdev views the start-up period as being much longer than the time it takes to launch a new service. In our experience, start-up and transitional issues occur for several weeks, so we define the start-up period as encompassing the first 120 days of operation. Here is what the City can expect from Transdev during this time:
 Our local management team and all regional support staff involved in the start-up will be on-site during the first week of service delivery to provide immediate assistance to City staff as needed.
 During the first week of service (and more frequently if necessary), our Project Manager will have at least daily contact with the City to assess service performance and resolve questions or issues.
 Senior Vice President Rich Rogers and Regional Director of Operations Amina Wolf will be on-site as needed to assist in the transition.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

36 By the end of the transition period, Transdev expects to achieve the following milestones:
 All services performing consistently at or above the performance standards identified in the RFP.
 All policies and procedures are fully implemented and integrated into day-to-day business practices.
 All required data and reports are provided per the contract's requirements and clear procedures for gathering, reporting, and analyzing this data and reports fully integrated into day-to-day business practices.
 Transdev’s day-to-day responsibilities are fully implemented and occur routinely.

Even after the service starts, Transdev’s corporate and regional support staff and our local management team will be available to support the project. Senior Vice President Rich Rogers will make himself and his staff of experts available any time a problem arises in which additional corporate support is needed.

4.B Facilities Location
Transdev will continue to operate the City’s Spirit fixed route service from our facility at 4337 Rowland Avenue in El Monte and will integrate the DAR and microtransit services into this facility.

Ideally located just one mile north of the I-10 freeway, our El Monte location provides nearly 6,500 square feet of office, maintenance, and storage space. The facility also houses operations for:
 City of Alhambra Dial a Ride and Fixed Route
 City of Arcadia Dial a Ride Fixed Route
 City of Baldwin Park Dial a Ride, Fixed Route, and Microtransit  Moorpark Microtransit
This sharing of facilities and resources has both economic and operational benefits.

With a total lot size of nearly 44,000 square feet, our El Monte location has excess vehicle parking capacity. There are 40 parking spaces designated for revenue buses and shuttles, and 20 for non-revenue cars. Buses are cleaned in the dedicated wash bay located centrally in the parking area.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

37 Over 2,500 square feet of this site is dedicated to maintenance, housing all parts, tools, and supplies for our Technicians to work in the facility’s two service bays.

Within the main building, the facility houses five offices, each with a desk, networked computer, landline phone, and adequate file storage space. Our Project Manager, Safety and Training Manager, Maintenance Manager, and Road Supervisors all have dedicated office space within the facility.

The Dispatch area is located centrally within the office space to allow constant clear communication with all team members, and quick easy access for Operators. There are computer stations for the Dispatch team. Also contained within this configuration is the area where Operators submit and retrieve their assignments, logs, and other documentation.

Transdev will provide all computer, internet, phone, radio, business equipment, and connections to support the City's transit services. To support the added DAR and microtransit services, we will add two Dispatch workstations and computers to support passenger calls for reservations, scheduling, route information, and Operator communications.

5. Administration Plan
For BCAG and BLine, Transdev has been a vital and
reliable partner in delivery of services to the people
of Butte County. There is no question they care
about what they do and are ready and willing to
provide service above and beyond as required.

Butte Regional Transit (BRT- BLine)

5. Administration Plan

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

38 5. Administration Plan

5.A Communication Plan
Daily, Weekly, and Monthly Reporting
Operations Reporting
Transdev takes a comprehensive and transparent communication approach. Our reporting practices will build on those already in place for the fixed route service while expanding to incorporate all the DAR and microtransit services. At the core of our approach is a robust monthly reporting package that provides the City with a clear, data-driven understanding of system performance, financial activity, and fleet condition.

We use several systems to capture data for reporting to the City and internal reporting, which include our Octave Attune (formerly Hexagon) EAM system, daily manifests completed by Operators each day, and more. For the DAR and microtransit services, we are proposing use of Spare technology, which has comprehensive reporting capabilities described in more detail in Section 6. Operations Plan).

Currently, our local team produces detailed monthly reports for fixed-route service, which will continue to be provided to the City as part of our standard reporting process. These reports already capture key operational metrics such as revenue hours and miles, daily service activity, and labor productivity. For example, monthly reports include information on revenue hours and revenue miles, along with detailed daily breakdowns of service delivery and ridership activity.

The reports also incorporate passenger data by fare type, allowing the City to understand ridership trends and fare utilization across the system. Financial information is similarly integrated, including monthly invoicing and pass-through costs, ensuring full transparency into operating expenses and revenues.

Maintenance Reporting
As mentioned above, in addition to fixed-route reporting, Transdev will expand our monthly reporting package to include the City’s DAR and microtransit services and will ensure reporting consistency across all modes. This will include development of spare ratio and fleet availability reporting, along with service productivity and performance metrics tailored to each service.

Maintenance reporting is also a key component of the monthly submission. Transdev tracks detailed work order information at the vehicle level, including repair types, labor hours, and associated costs. Preventative maintenance activities, recurring defects, and road calls are all documented, allowing for ongoing monitoring of fleet reliability and condition. All reporting is supported by an integrated data management process designed to ensure accuracy, consistency, and accessibility.

Fare and Ridership Reporting Transdev will provide Diamond manual fareboxes on all vehicles to collect passenger fares. A full monthly reconciliation of fares to passengers will be completed to include amounts deposited.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

39 Passenger counting for Spirit Bus will continue as a manual process on Operator manifests, while DAR and microtransit passenger counts and data will be captured in the Spare system.

This structured approach allows reports to be generated efficiently and consistently each month, while also preserving historical data for trend analysis and regulatory reporting.

The City will not only receive formal monthly reports but will also have direct access to key systems, providing the ability to view data in real time rather than relying solely on static reports.

NTD Reporting
With respect to National Transit Database (NTD) reporting, Transdev will ensure full compliance with all requirements. However, we have not provided a separate sample NTD report as all required data elements are already incorporated into our standard monthly reporting package.

Open, Transparent Communication with the City
Communication with the City will continue to extend beyond monthly reporting and takes place as needed across immediate, weekly, and monthly timeframes to ensure proactive coordination and transparency. Immediate communication occurs in response to any critical incidents, including service disruptions, accidents, or significant mechanical failures. In these situations, our team will notify the City directly and promptly, followed by detailed documentation to support incident tracking and resolution.

We will continue to work with the City to establish additional formal communication structures as desired; these may include standing meetings or written updates. These interactions can provide additional focus on current operational status, service performance, maintenance activity, any emerging issues, or corrective actions.

Monthly communication will continue to be centered on the formal review of the monthly reporting package, including operational performance, financial results, maintenance trends, and key performance indicators. These monthly reviews provide an opportunity to evaluate trends, discuss service improvements, and plan for upcoming needs. In addition, we will support annual reporting and strategic discussions as desired, including NTD submissions and broader system performance evaluations.

Overall, Transdev’s communication approach emphasizes transparency, consistency, and collaboration. By combining detailed monthly reports, real-time system access, and structured, frequent communication, we will ensure the City remains fully informed and engaged in all aspects of service delivery for the fixed route, DAR, and microtransit services.

Complaint Procedures – Converting Customer Feedback into an Asset
Transdev manages the investigation process, responds appropriately, analyzes feedback, and provides useful, timely reporting of customer service issues and trends when handling complaints. We correct the problem immediately, make necessary changes to avoid repeating the issue, and restore goodwill. We convert passenger feedback into information that our management teams can use to improve performance.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

40 Passenger feedback allows us to:
 Identify areas of improvement for our passengers
 Solve problems we may not have been aware of
 Improve performance
 Turn unhappy passengers into satisfied customers
An important part of providing a high-quality passenger experience is giving each passenger a voice. We listen to our passengers’ needs and perceptions and use their input to enhance service quality. Transdev encourages Operators during their training and throughout their service to provide Supervisors, Dispatchers, and Managers with passenger insights. Our passenger sensitivity program includes developing solid communication and listening skills as critical to providing excellent customer service.

Transdev makes the following three measurable commitments regarding complaint management for the City of Monterey Park:
 We commit to specific response timeframes by registering and processing every complaint; coding each complaint appropriately; regularly monitoring each case status; grouping cases in terms of their complexity, expediting simple cases quickly; and ensuring appropriate resources are assigned to solve complex cases.  We commit to providing customers with relevant, quality responses by responding to each request; training employees on the tone and language of all responses; using standard, easy-to-understand language; ensuring responses are reviewed by a Manager; following up to ensure customers are satisfied; and ensuring a relevant, committed investigation process.
 We commit to improving service delivery based on passenger feedback by involving the whole team, especially operational managers; focusing on taking actions to learn and improve; sharing all feedback with clients; monitoring customer feedback trends; ensuring that reports are actively discussed, and action plans monitored; using tested report templates; and always seeking to make them useful to our management team and our clients.

Transdev will continue to meet or exceed the City’s requirements for responding to and addressing customer service issues.

Internal Communications
Transdev utilizes advanced communications systems to keep Operators, Dispatchers, and Road Supervisors in constant contact and to operate routes efficiently. Our training programs provide detailed instruction on the operation of all communications devices, including:
 Radios
 Phone systems
 Global Positioning Satellite (GPS)
 Automated Vehicle Location (AVL) systems
 Tablets

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

41 Our communications systems have five primary functions within our operations:
 Notify Operators of adjustments in schedules in response to changing traffic patterns, accidents, and passenger overloads
 Deploy strategic replacement vehicles and schedule repairs  Enable the management team to respond to emergency situations involving passengers, equipment, and personnel
 Enable the management team to receive information on traffic and conditions of assets  Expand the management team’s ability to monitor service through vehicle location reporting and assignments
Because communication technologies play such a significant role in the safe, efficient operation of our fleet and other services, our management team and staff undergo comprehensive training, performance reviews, and re-training, as necessary. Policies and procedures instituted by Transdev and the City, along with local, state, and federal communication laws, are reviewed and strictly enforced.

Personnel Records
Transdev maintains all human resources and safety records in a highly organized, secure, and confidential manner, in full compliance with applicable federal, state, and local regulations.

Employee information is treated as private and is stored in secure locations with access restricted to authorized personnel on a need-to-know basis. Transdev follows strict protocols for record retention, availability, and audit readiness, including internal audits to ensure compliance.

Any deficiencies identified are promptly addressed to maintain the integrity of our recordkeeping system. Required records are maintained in clearly defined categories, including personnel, payroll, medical, safety, training, and Operator qualification files, with sensitive information such as I-9 forms, medical data, and substance abuse records also maintained in secure files.

During the hiring process, Transdev ensures full regulatory compliance by collecting and maintaining all required documentation for new employees, including employment applications, offer letters, tax forms, policy acknowledgments, and legally mandated disclosures. Specialized safety files are maintained for CDL Operators in accordance with federal requirements, including medical certifications, driving records, safety history, and performance evaluations.

Recordkeeping practices also include maintaining payroll and employment data for federally required timeframes and preserving benefit and personnel system records throughout their lifecycle. This structured and compliant approach ensures both regulatory adherence and the protection of employee information across all stages of employment.

Communication of Rules and Requirements
Communication of rules and requirements is achieved through a combination of structured onboarding, ongoing training, and regular reinforcement to ensure all employees clearly understand expectations. During the hiring process, employees are provided with key policies including the employee handbook, code of conduct, safety requirements, and workplace policies, which are reviewed with management and formally acknowledged in writing. Following onboarding, expectations are reinforced through refresher training, safety meetings, and toolbox talks, as well as regular communication from Supervisors.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

42 Updates to policies or procedures are communicated promptly through meetings, written notices, and electronic communications, ensuring that all staff remain informed of current requirements. This consistent, multi-channel approach promotes clarity, accountability, and a strong culture of safety and compliance.

5.B Accounting Plan
Transdev has extensive written procedures in place for the management of all accounting data, including invoicing, payroll, accounts payable, and accounts receivable. We fully incorporate City requirements to deliver accounting data in a secure, timely manner.

Accounting Reviews
Our Project Manager, along with corporate finance support personnel, handles all financial data that is processed on the City’s behalf. Multiple levels of review and approval help mitigate errors, making all accounting functions more accurate, efficient, and cost effective.

In general, accounting reviews are structured as follows:

Area Local Regional/Corporate
Operations Operations source data is input
by an Accounting Clerk,
working with the Operations
Department. Records are
reviewed by Project Manager.

Regional and corporate staff approve invoices
and review records and summary reports on a
weekly, monthly, quarterly, and annual basis.

Regional finance leadership reviews accounts
payable and receivable against budgets,
forecasts, and industry best practices.

Maintenance The Maintenance Manager
oversees maintenance source
data.

Regional Maintenance Director reviews
maintenance items against budgets,
forecasts, and industry best practices.

In addition to financial review, operations parameters are reviewed on weekly, monthly, quarterly, and annual basis as part of our quality control and quality assurance programs.

Payroll Processing
Transdev utilizes a standardized, multi-step payroll process supported by integrated systems to ensure accuracy, consistency, and compliance across all locations. Employee time and labor data are captured in our MobiServices platform, which serves as the official record, and is processed before being transmitted to ADP , the system of record for employee pay and benefits.

Payroll processing is performed by our local Accounting Clerk in coordination with management and corporate payroll staff, following a structured checklist and timeline to meet established submission deadlines.

The process includes validating employee time entries, reviewing schedules, and applying any necessary payroll adjustments before running system calculations to apply pay rules and generate detailed prepay reports.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

43 These reports are thoroughly reviewed and reconciled to ensure accuracy, followed by the creation of payroll data files that are submitted to corporate payroll for final processing and payment. Multiple verification steps, including checklist reviews and system audits, are embedded throughout the process to identify and resolve discrepancies, ensuring employees are paid correctly and on time.

Accounts Payable/Accounts Receivable
Basic accounting functions, including accounts payable and accounts receivable, are overseen by our management team, with quality audits performed at the regional and corporate level.

Invoicing, accounts payable, and accounts receivable data is entered into our online accounting system. All accounts payable disbursements are processed by our corporate staff.

Our online accounting system allows us to:
 Record costs and produce invoices associated with authorized expenditures  Report on subcontractor and vendor payments
 Track receipts from purchases of supplies and materials Accounting Technology Support
Transdev’s accounting technology support relies on a combination of flexible financial management software used by both local and corporate accounting teams, with ADP serving as our key payroll solution. ADP ensures timely payroll processing and reporting while offering features such as direct deposit to employees’ bank accounts, customizable payroll calculations across unlimited earning and deduction categories, the ability to generate off-cycle payments for events like terminations or bonuses, and the production of Worker’s Compensation reports, all contributing to efficient and comprehensive payroll and accounting operations.

5.C Fare Collection
Proposed Fareboxes
Transdev’s proposed farebox solution is utilization of Diamond fareboxes, which are already in use on the fixed-route vehicle fleet. A smaller version of the Diamond farebox will be installed in the DAR and microtransit vehicles (shown in the image). This approach will ensure consistency and reliability across the City’s operations and create a standardized fare collection system across all service types.

This will streamline maintenance, training, and customer experience while leveraging proven equipment. Detailed specifications for the Diamond fareboxes have been provided in the Appendix.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

44 Fare Collection
Transdev will work with the City to ensure that our personnel across all services understand and adhere to the fare structure for each service. Transdev Operators are trained on the fare categories and require each boarding passenger to pay the required fares. All revenue vehicles will be probed and vaulted in high-security portable vaults at the end of the service day.

Fare Box Handling Procedures
 All cash vaults are pulled daily from the farebox-equipped vehicles.  Vaults will be replaced on each vehicle with an empty farebox for the next day.  All vaults will remain in the locked office until two operations staff open them for counting.

Count Room Procedures
 All count sheets and collection reports required are printed.  The correlating amount for each Fare Box must be written on the Fare Box Count sheet accurately.
 The log must be checked to confirm all vaults were pulled from all vehicles the night before.  Under NO circumstances will one employee count money alone.  Once all vaults are counted, a currency recount will be conducted which should match the amounts on the Fare Box Count sheet.
 Deposit bag is kept in the interior vault until it can be transported to the bank by an armored car service.
 If funds are counted and the deposit is prepared on a day the banks are closed, the deposit bags are to be secured in a locking cabinet or safe to await transport to the bank.

Fare Reporting Procedures
Transdev will continue to submit a daily, weekly, and monthly count of cash, passes, tickets, and other fare media received as directed by the City. Fare non-payments are reported as part of the monthly reporting process.

Should the City decide to allow credit card payment through the Spare App, Transdev will provide monthly reporting on the fares collected through this method and will include the credit card fees on the monthly invoice as a pass-through expense.

5.D Substance Abuse Testing
Drug and Alcohol Policy
Using drugs or using alcohol on the job leads to accidents and puts our passengers’ and employees’ lives in jeopardy. We prioritize the safety and welfare of all passengers and employees by promoting a drug- and alcohol-free workplace.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

45 Transdev has a comprehensive drug and alcohol prohibition program that meets the Code of Federal Regulations Control of Alcohol and Drug Use and Procedures for Transportation Workplace Drug and Alcohol Testing Programs.

We have included a copy of our Drug and Alcohol Policy in the Appendix. It addresses deterrence, detection, assistance, and enforcement.

Our Human Resources Department administers the policy in a consistent and unbiased way.

We communicate clearly with all employees so they understand that following the Alcohol Policy is a condition of employment. The provisions of this policy are subject to any limitations or requirements imposed by federal or state law. In all cases, we implement the minimum federal requirements for testing of Hours of Service (HOS) and Commercial Driver’s License (CDL).

Drug and Alcohol Testing
Transdev will test any employee when we have a reasonable suspicion that they may have violated the federal prohibitions against the use of drugs or alcohol. Our Drug and Alcohol Policy details our procedures for mandatory testing following an accident or incident on the system or a rule violation. Transdev uses the following types of testing as part of our drug and alcohol compliance program:
 Pre-employment
 Reasonable suspicion
 Post-accident
 Random
 Return to duty and follow-up testing
We also conduct voluntary random drug and alcohol testing to deter employees from using drugs and/or using alcohol at work. This policy applies to all personnel (including Managers) subject to performing duties governed by the United States Department of Transportation.

Transdev performs a clinic audit annually to confirm we meet all guidelines. We confirm that the personnel responsible for collecting and administering the alcohol test have up-to-date certifications and qualifications.

Transdev’s Employee Assistance Program (EAP), which complies with DOT regulations, is available to assist employees and their dependents with treatment for drug- and alcohol-related illnesses. We want our employees and their dependents to be well and get the help they need to recover from drug and alcohol abuse or emotional problems. Our EAP provides professional referral and counseling services confidentially.

5.E Anti-Harassment Policy
Transdev is committed to fostering a workplace that is safe, respectful, productive, and free from harassment, discrimination, and violence of any kind. Central to this commitment is a zero- tolerance approach to workplace harassment, including sexual harassment, as well as any threats or acts of intimidation or violence.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

46 All employees, as well as vendors, customers, passengers, contractors, and other partners, are expected to treat one another with professionalism and respect at all times. Conduct such as fighting, aggressive behavior, or “horseplay” that could jeopardize safety or create discomfort is strictly prohibited.

Transdev’s Anti-Harassment Policy broadly defines prohibited conduct to include verbal, visual, or physical behavior that demeans or shows hostility toward an individual based on any legally protected characteristic, including race, religion, gender, national origin, age, disability, sexual orientation, veteran status, or other protected classifications. This includes behaviors such as derogatory comments, slurs, inappropriate jokes, unwanted sexual advances, suggestive communications, offensive materials, or physical actions like unwanted touching or blocking movement. Harassment may also take the form of creating a hostile work environment or conditioning employment decisions on submission to inappropriate conduct.

In parallel, our Workplace Anti-Violence Policy reinforces that any conduct threatening the safety of individuals or company property is strictly forbidden. Examples of prohibited behavior include physical assaults (such as hitting or pushing), direct or indirect threats, intimidating or menacing communications, deliberate property damage, and the unauthorized possession of weapons while on Company property or conducting Company business. These policies collectively ensure a workplace environment where employees feel secure and supported.

To support enforcement of these policies, Transdev has established clear reporting and investigation procedures. Employees who experience or witness harassment, discrimination, or violence are strongly encouraged—and in the case of supervisors, required—to promptly report concerns through multiple channels, including management, Human Resources, the Legal Department, or the Ethics & Compliance Hotline. All reports are handled as confidentially as possible, and investigations are conducted promptly, thoroughly, and fairly. This includes interviews with involved parties and witnesses, documentation of findings, and appropriate corrective or disciplinary action when warranted.

Finally, Transdev strictly prohibits retaliation against any individual who reports concerns or participates in an investigation. Employees are required to cooperate fully and provide truthful information throughout the investigative process. These policies collectively reinforce the Company’s commitment to accountability, transparency, and a workplace culture built on respect, safety, and equal opportunity for all.

We have included a copy of our Employee Handbook, which includes our Workplace Anti- Harassment and Workplace Anti-Violence Policies, in the Appendix.

6. Operations Plan
Transdev has provided excellent service over the
years and has been responsive to NVTA’s changing
demands. Transdev has also been honorable and
responsible during contractual negotiations, and
I’ve appreciated Transdev’s flexibility as demands
change, especially during the emergency response
operations and service changes associated with
the fires.

Napa Valley Transportation Authority (NVTA)

6. Operations Plan

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

47 6. Operations Plan
Transdev will provide a comprehensive service delivery plan for the City’s Spirit Bus fixed route, Dial-a-Ride, and MPK Transit Express services. Key aspects of our plan are detailed in the following subsections.

Subcontractors
Please note that Transdev will not partner with any subcontractors on this contract.

Proposed Fleet for Each Service
Transdev’s proposed fleet plan, which has been described in greater detail in Section 4.A Implementation Schedules; Key Transition Tasks for Monterey Park, provides a right- sized, service-specific approach that will ensure reliability, cost efficiency, and alignment with the City’s long-term ZEB transition goals.

For Spirit Bus fixed-route service, Transdev will utilize existing City vehicles during a roughly 150-day procurement period, after which the fleet will transition to five new Starcraft Allstar CNG buses supported by one backup El Dorado EZ Rider vehicle to ensure continuity of service.

For DAR and microtransit services, Transdev will leverage the City’s two existing Ford Transit vehicles during the initial three years of the contract period, while introducing a flexible, modern fleet consisting of three hybrid Toyota Sienna vehicles and one wheelchair-accessible hybrid Toyota Sienna mobility vehicle, with planned replacement of the City vehicles later in the contract.

This phased and multimodal fleet strategy balances immediate operational needs, lifecycle cost management, and environmental considerations while providing a scalable pathway toward future zero-emission fleet conversion
Detailed vehicle specifications are provided in the Appendix.

Proposed Technology Solution for DAR and Microtransit – Spare
Transdev will implement Spare for the DAR and MPK Transit Express services, deploying a unified, cloud-based, demand- responsive transit platform that integrates AI-driven scheduling, real-time dispatch, multimodal trip booking, and comprehensive analytics within a single environment.

Powered by Spare Engine’s continuous optimization, the system dynamically routes and pools trips based on live demand and traffic, ensuring high on-time performance and efficient vehicle utilization. Passengers will be able to plan their trips through a fully branded, multilingual app, web portal, or phone booking, with full feature parity and built-in accessibility options to support older adults, passengers with disabilities, and those without smartphones.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

48 For operations, Dispatchers and other system users will manage service delivery through a centralized control center with real-time visibility, configurable service rules, and self-serve reporting tools that support performance monitoring and NTD compliance.

Together, Transdev’s operational expertise and Spare’s proven technology platform will deliver a scalable, flexible, passenger-focused mobility solution tailored to the City of Monterey Park’s unique needs.

Additional details on Spare’s functionality and benefits is provided below in Section 6.I Scheduling and Dispatching. We have also provided an Implementation Timeline for Spare Technology in the Appendix.

Additional Technology Solutions
MobiServices
MobiServices is Transdev’s internally developed, web-based platform designed to streamline and manage key transit operations, including dispatch, scheduling, and timekeeping. It enables our operations to automate processes, enforce customized work and payroll rules, and improve overall operational efficiency through a single, integrated system. The platform allows our local team to more actively manage daily operations while improving accuracy and consistency. MobiServices delivers a modern, centralized solution that improves operational visibility, supports better decision-making, and drives more efficient, data-informed transit service delivery.

Our MobiMe App, which is integrated with MobiServices, facilitates instant communication between team members and Supervisors. Through push notifications sent by Dispatch, the app alerts Operators of their next day shifts. Additionally, Operators can submit time-off requests and review their schedules in MobiMe.

Vision Suite
The strength of Transdev’s technology lies in its seamless integration. Transdev leverages the following technology systems to improve reliability, efficiency, transparency, and safety through real-time monitoring, data-driven decision-making, enhanced passenger communication, and proactive fleet and performance management.

Transdev Operations Management Framework (TOM) (Proprietary) The Transdev Operations Management (TOM) system is our proprietary framework for achieving and sustaining operational excellence throughout the life of a contract. TOM defines how we manage performance, assign accountability, and maintain consistent service quality across all operating divisions. It establishes clear leadership responsibilities and a standardized set of operational and safety performance indicators—including on-time performance, missed trips, preventable incidents, passenger complaints, and workforce metrics—to ensure transparent and measurable oversight.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

49 The following principles are key to the TOM process:

TOM operates through disciplined review cycles conducted daily, weekly, and monthly. These structured performance reviews enable management to monitor trends, evaluate service reliability, and implement corrective action before issues escalate. By combining real-time operational data with formal reporting and continuous improvement practices, TOM ensures that management decisions are proactive, data-informed, and aligned with contract requirements and agency objectives.

The system integrates information from core operating technologies, including CAD/AVL platforms, maintenance management systems, safety reporting tools, dashboards, and analytics applications.

These tools provide essential data inputs; however, the strength of TOM lies in its structured management process, which interprets the data, assigns accountability, and drives follow- through.

Through TOM, Transdev delivers predictable service, consistent oversight, and measurable performance improvement. The framework replaces reactive management with a repeatable, disciplined approach that supports reliable service delivery and continuous operational advancement.

Workforce Analytics
Transdev uses workforce analytics to ensure the right people are in the right place at the right time while maintaining safety, reliability, and cost control. We analyze workforce data from scheduling, timekeeping, CAD/AVL, safety, and training systems to monitor Operator availability, absenteeism, overtime usage, split shifts, and workforce utilization across routes and garages.

We need to break down knowledge silos.

Best practices need to be identified, shared, and implemented across allLocal managers lead their team towards operational excellence A good management system empowers local managers to effectively oversee their operations and deliver results.Operational excellence is a daily challenge.

Past poor performance cannot be undone. Past good performance is no guarantee of good future performance.We cannot manage what we don’t measure.

We need to track reliable Key Performance Indicators (KPIs).

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

50 These analytics help management anticipate staffing gaps, proactively adjust run assignments, and reduce last-minute call-outs that can lead to missed trips or service delays. Transdev also applies workforce analytics to safety and performance by identifying trends such as preventable incidents, customer complaints, or rule violations tied to specific routes, times of day, or experience levels, allowing for targeted coaching and refresher training rather than broad, inefficient interventions. From a labor-management perspective, analytics support contract compliance, fair work distribution, and fatigue mitigation by tracking hours of service, consecutive workdays, and overtime thresholds. Workforce analytics enable Transdev to move from reactive staffing decisions to data-driven planning to improve service and support Operator well-being and workforce retention.

Our Business Solutions and Performance teams oversee workforce analytics and can provide issue-specific analyses at the request of local teams or clients, whether diagnosing service anomalies, evaluating KPI trends, or supporting strategic planning initiatives.

Expert Support from Transit Data Professionals
Our Data Services, Business Solutions and Performance Teams bring a unique combination of deep industry expertise and advanced technical capability to support your operation’s reporting and performance goals. These corporate resources are available to collaborate directly with local teams, offering both strategic guidance and hands-on analytical support.

Our teams are composed of transit professionals who possess a strong understanding of the nuances of service delivery. They combine this operational expertise with technical reporting and data management skills.

Data Services & Reporting Expertise
Our Data Services team can partner with the City to conduct a thorough review of existing reporting processes. Through this collaborative consulting approach, we can help to:
 Identify opportunities to streamline workflows and reduce duplication  Correct calculation or data flow errors that may affect data accuracy  Identify opportunities to consolidate multiple reports into more efficient, comprehensive solutions
 Develop new custom reports to address unmet operational or contractual needs Business Solutions & Performance Improvement
Beyond routine reporting, our Business Solutions and Performance teams offer both on site and remote targeted analytical support to help uncover deeper performance drivers. They can provide additional issue-specific analyses at the request of local teams or clients, whether diagnosing service anomalies, evaluating KPI trends, or supporting strategic planning initiatives.

Turning Data Into Strategic Insight
Having access to experts who not only understand the data but also know how to interpret it within operations is a rare and valuable resource in this industry. Our teams help ensure that our reporting is more than just numbers on a page – they are a powerful decision-making tool that can improve service delivery and support continuous improvement.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

51 Microsoft Power BI
Our Vision Suite integrates with Microsoft’s Power BI to provide access to critical information about accidents and incidents, including location, time of day, day of the week, employee identification, seniority of the employee, the root cause of the accident, the number of safety incidents the employee has been involved in, etc.

With this information, we quickly identify trends and develop action plans to prevent future incidents. Transdev conducts quarterly reviews to ensure the accuracy of the data collected.

Through Power BI, we track our overall safety performance in several areas and drill down to capture detailed information regarding each accident or incident.

Our Managers also use Power BI to monitor KPIs such as incident rates, absenteeism, overtime, and preventable accidents. We conduct quarterly reviews to ensure the accuracy of the data collected. Power BI integrates with many routing, scheduling, and dispatching software systems, including Spare, our proposed solution for the City’s DAR and microtransit services.

WebRisk Safety Technology and Trend Analysis
Transdev uses a nationwide shared database called WebRisk, which includes all safety- sensitive employees nationwide, along with every type of license and permit with an expiration date, including commercial Operator’s license dates, DOT physical dates, dates for the Operator’s annual road evaluation, annual motor vehicle records checks, and more. WebRisk also allows all our locations to record all accident and injury data following prescribed procedures.

We use this internal operational safety and risk management system to log, monitor, and analyze safety incidents and risk data across operations. Each entry creates an official safety record with details, attachments, corrective actions, and investigation notes. It supports Safety Management System (SMS) requirements, audits, root-cause analysis, and regulatory or contractual documentation. WebRisk has the following capabilities:
 Database to log accidents, incidents, injuries, near-misses, and safety observations  Supports root-cause analysis and trend tracking
 Provides documentation for investigations and corrective actions  Feeds safety KPIs used in management reviews and audits Embark Safety – Pull Notice Enrollment
Transdev uses Embark Safety to pull MVRs annually and
monitor our Operators’ driving records. Embark Safety’s continuous Operator monitoring software also provides
automated alerts on violations, including speeding,
suspensions, and DUIs. This ensures we always provide
safe, qualified Operators for the City’s services.

All safety-sensitive employees nationwide are in this database, along with every type of permit with an expiration date. For each employee, this database includes required permits and licenses such as commercial Operator’s license dates, DOT physical dates, dates for the Operator’s annual road evaluation, annual motor vehicle records checks, and more.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

52 Insights for Demand Response: Driving Excellence in Paratransit Operations Transdev’s Insights for Demand Response is the core system we use to manage and improve demand responsive services. It combines advanced software with our operational expertise to deliver tools designed for the unique needs of demand-response transportation. This platform provides comprehensive reporting and business intelligence, turning data into clear, actionable insights.

Effective demand response management requires more than scheduling – it must be informed by strong, data-driven decisions. Insights for Demand Response transforms information from the scheduling and dispatching system into real-time, customized intelligence. This helps us make faster decisions, improve service efficiency, and meet performance goals.

Insights for Demand Response provides custom reports and a user-friendly data model that provides a thorough understanding of performance. The table below shows benefits of Insights for Demand Response.

Benefit Impact on Your Service
Specialized Operational
Expertise
Built by paratransit experts, not just IT developers. Every report is informed by real-world operational understanding, ensuring metrics are relevant, actionable, and compatible with multiple scheduling platforms.

Open Architecture &
Full Transparency
Provides complete visibility into the logic behind every report and Key Performance Indicator (KPI) calculation. This eliminates guesswork, builds trust, and ensures full alignment with contractual requirements.

Consistent and
Accurate Metrics
Centralized management and customization of metric calculations ensure contractual KPIs are computed correctly and consistently across all reports. This supports fair comparison, reliable analysis, and accurate reporting.

Expanded Operational
Visibility
Access to data that is traditionally difficult to analyze. This expanded view uncovers hidden patterns, explores new opportunities for improvement, and addresses root causes of service issues.

Targeted Performance
Insights
Reports are designed to pinpoint the exact operational areas that offer the greatest leverage for improvement (e.g., specific Operator behaviors, reservation inefficiencies, or scheduling flaws). This focuses resources where they will yield the highest return.

Seamless Business
Continuity
Critical business continuity reports (e.g., printable manifests, depot/client monitors) are available even if the main scheduling software is inaccessible. This ensures your service operates seamlessly through technical difficulties.

Managing Performance in Real-Time and Historically
The power of Insights for Demand Response is delivered through two distinct yet complementary perspectives: real-time performance for immediate action and historical performance for strategic, long-term improvement.

Real-Time Performance Management
For managers and frontline staff, the Insights Dashboard for Demand Response provides a high-level, current overview of today’s performance.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

53 This dashboard is displayed on large monitors, giving everyone instant, color-coded visibility into the operation’s current and projected status.

This report allows the team to proactively identify and resolve potential service issues as they develop, ensuring timely scheduling and dispatching for the best customer experience.

Live-Day Dashboard Performance Monitors Include:
 Start of Day and Depot Monitor
 Ontime and Ontime for Providers
 Slack & Productivity Monitors
 Deadhead, Priority & Other Violations
 Reservations & Taxi Overviews
 Service Overview
The Insights Dashboard enables immediate course correction, making it an indispensable tool for daily operations.

Maintaining Business Continuity
Our Business Continuity Reporting is a fail-safe measure, always available and accessible even when the main scheduling software is inaccessible. This is crucial for maintaining service quality during an outage.

Business Continuity Reports Include:
 Operator Manifests: Printable, emergency manifests for all live-day and future-day routes.  Leave Depot Monitor: Lists all routes in scheduled departure order to ensure timely operator leave-depot performance.
 Manifest & Client Monitors: Lists all scheduled trips by selected route or customer name, aiding dispatch and customer service teams in managing live service and answering customer inquiries when the main system is down.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

54 These reports retain the last available data, allowing the team to continue operating as effectively and seamlessly as possible until the system recovers.

Managing Past Performance for Future Improvements
Transdev has developed historical reports for a deeper, more strategic analysis. These are divided into three sections, allowing users to move from high-level review to detailed investigation.

Exploratory Reports
These reports allow users to "slice and dice" data to better understand trends related to specific KPIs, providing immense flexibility in analysis. They are designed to answer crucial strategic questions such as:
 Is there a specific day of the week or hour when OTP consistently drops?  What is the difference in average dwell time between group and non-group trips?  Where in the service area are the longest trips, and how does actual travel time compare to fixed-route-equivalent travel time?
Exploratory reports cover all operational KPIs and include on-time analysis, productivity analysis, service delivery analysis, cancellation analysis, dwell time analysis, speed analysis, and spatial analysis.

Operational Reports
Used to perform regular, ongoing improvements to service delivery, schedules, and routing, these reports begin with a summary landing page to quickly pinpoint the main areas of concern before leading users into detailed analysis, complete with descriptions of metrics, tips, and suggested actions to take next. Operational reports answer the following key questions.  How much would overall OTP improve if we were on time to first-stops or group picks/drops?
 Which clients are consistently receiving poor service so we can proactively address their service issues?
 What percentage of the Operator workforce is responsible for the majority of late trips, so we can guide staff development and behavioral changes?

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

55  Which Dispatchers are not consistently negotiating trip times, impacting schedule integrity?  Which unused subscription trips should be canceled, and which demand trips should be converted to subscriptions to reduce scheduling overhead? The advantage of these reports is that for every operational question addressed, there is a defined and direct action to be taken, making them truly actionable reporting tools.

What sets Insights apart is not just what it shows, but how it guides action. Reports are structured to highlight the operational levers that have the greatest impact on service outcomes.

For example, Insights can:
 Identify patterns of late depot departures that cascade into late pickups later in the day.  Quantify dwell time impacts on schedule adherence and productivity.  Track no-show and late cancellation trends to inform scheduling adjustments.  Evaluate Operator performance against multiple KPIs to target training and coach more effectively.
 Compare planned vs. actual service to refine scheduling accuracy.  Spot under- or over-utilized routes to optimize resource allocation.

Operational reports cover multiple aspects of service and include Performance In Review, Ontime and Productivity Performance, Service Delivery Performance, Reservations Performance, Prescheduled Performance, Depot Performance, Operator Performance, Group Performance, Client Performance, Subscription Performance, and Event Validation.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

56 Diagnostic Reports
These reports focus on the integrity of the data and system configuration itself. They proactively identify needs for system updates (e.g., speed settings via the Speed Comparison report) and allow for the internal review of data quality and report usage statistics, ensuring the foundation of your data is sound.

Technical Architecture and Support
Microsoft Power BI
Our reporting platform leverages Microsoft's Power BI – the industry- leading, unified, and scalable platform for self-service reporting and enterprise business intelligence (BI). This provides the ability to:
 Connect, model, and visualize data captured across multiple integrated software systems, including Spare.
 Bridge the gap between data and decision-making by seamlessly infusing visualizations, drill-throughs, machine learning, and AI capabilities into our reporting tools.
 Provide a centralized, secure web-based interface for self-service access anytime. Reports can also be configured for scheduled deployment via email or accessed via a responsive mobile app, making data access seamless and immediate.

Comprehensive Training and Support
The most sophisticated reporting system is only as valuable as its adoption. That's why we include a robust, multi-faceted training and support ecosystem designed to ensure every user, from front-line staff to corporate management, can fully leverage the power of Insights for Demand Response. We don't just deliver the software; we deliver the expertise. Our comprehensive library of Insights learning resources includes the following:
 Detailed Documentation
 Quick Reference (QR) Guides
 Built-in Definitions and Context: Every report is equipped with its own Glossary of Terms and Definitions.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

57  Notes highlighting any updates, new features, or modifications made within the reports.

Insights Live: Real-Time Learning and Application
Experience shows that learning is accelerated through real-time interaction and hands-on application. Our Insights Live training campaign maximizes user engagement and ensures practical understanding of the reporting tools. It includes the following:
 Regularly Scheduled Live Training Sessions
 One-on-One Consultations
 Interactive Q&A
By combining self-service resources with interactive, real-time training, we ensure users are not just informed but fully empowered to use data as a strategic asset.

Expert Support from Our Transit Data Professionals
Our Data Services, Business Solutions, and Performance Teams combine deep demand response service expertise with advanced analytical capabilities to support reporting and performance objectives. These corporate resources work directly with local teams, providing both strategic guidance and hands-on support.

Our transit professionals understand the complexities of demand response operations and apply this knowledge to strengthen reporting accuracy and data management. The Data Services team partners with locations to review existing reporting processes, identify efficiencies, correct data issues, consolidate reports, and develop custom solutions to meet operational or contractual needs.

Beyond standard reporting, our Business Solutions and Performance teams deliver targeted on- site or remote analyses to identify performance drivers, evaluate KPIs, address service anomalies, and support strategic planning. By translating data into actionable insight, our teams ensure reporting becomes a meaningful tool that drives operational efficiency, improves service delivery, and supports continuous improvement.

Driving Measurable Impact: Data Translated into Action
The ultimate purpose of the Insights for Demand Response platform is not simply to report on past events, but to drive measurable, positive changes in your daily operations. Insights will help us translate complex data into targeted, operational action and improve the following areas:
 Improved on-time performance
 More efficient scheduling and resources
 Stronger contract compliance
 Proactive service management
 Better passenger experience
Insights for Demand Response shows your team what to fix, where to fix it, and provides the visibility to turn data into a major asset for operational excellence. It provides unparalleled clarity, precision, and actionable intelligence.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

58 Technology Moving Forward
Transdev keeps our local teams informed regarding Vision updates and additions, including how future improvements impact their operations. We hold quarterly cross-contract collaborative meetings to train users, answer questions, receive feedback and suggestions on existing and new reports, and display new reports available. Transdev also commits to having regular meetings with the City to discuss data needs and to further identify and discuss data analysis reporting that may help the City.

Our product roadmap includes incorporating AI and predictive analytics into our dashboards and reports to enhance data analytics further. With the explosive development schedule that Microsoft has maintained for the Power BI product, we adopt new functions in the Insights platform as they become available in Power BI, allowing for even more dynamic service analysis.

Transdev continually evaluates, updates, and improves our Vision product, ensuring it meets our clients’ evolving needs and expectations. We encourage the exploration of new ideas for improving service efficiency and customer satisfaction and look forward to future innovation to benefit our clients.

6.A Services Plan
The City of Monterey Park
already benefits from
Transdev’s established and
successful long time operation
of your Spirit Bus fixed-route
transit service, providing
community-oriented
transportation throughout the
service area.

This existing operation demonstrates Transdev’s strong foundation of service delivery, including coordinated service planning aligned with the City’s goals. Transdev’s operation of Spirit Bus reflects a mature operational environment with proven processes, trained personnel, and effective performance monitoring already in place.

Building on this foundation, Transdev’s approach leverages existing operational infrastructure including our experienced and in-place staff, established management practices, and proven oversight procedures to expand service delivery to the DAR and microtransit services in a seamless and scalable manner. We have already established the core components required to successfully operate transit services for the City, including supervision, dispatch, maintenance coordination, safety and training programs, and data reporting systems.

In addition, we have a well-equipped operations and maintenance facility already established and capable of supporting the necessary vehicles, dispatch functions, and administrative activities across for all service modes. This existing capacity minimizes startup risk and allows for a smooth transition to expanded service delivery without disruption to current riders.

Transdev’s proven, long-standing
operation of Spirit Bus
demonstrates our strong, fully
established foundation of reliable,
community-focused service aligned
with the City’s goals.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

59 Our service plan focuses on integrating the City’s three service types under a single, coordinated operating structure. By doing so, we will create a unified system that improves efficiency, simplifies management oversight, and enhances the passenger experience.

Centralized scheduling and dispatch, consistent Operator training, standardized maintenance practices, and integrated performance monitoring will allow us to maximize service productivity while maintaining high standards of safety and reliability. This unified approach also supports consistent data collection and reporting across all modes, including compliance with National Transit Database requirements.

As your single contractor responsible for all services, Transdev will ensure seamless coordination between modes, enabling the City to deliver a cohesive mobility network that meets a wide range of community needs from fixed-route circulation to flexible on-demand trips and specialized service for seniors and persons with disabilities. Our team will manage all aspects of operations, including staffing, training, scheduling, vehicle and facility maintenance, customer service, compliance, and performance reporting, while working closely with the City on service planning, policy decisions, and ongoing improvements as requested. This integrated model will not only enhance operational efficiency but also position the City of Monterey Park for long-term success with a scalable, adaptable, and customer-focused transit system.

Daily Operations Plan for Fixed Route, Demand Response, and Microtransit Service
Transdev’s operating cycle, shown below, covers all daily processes critical to operating the City’s fixed route, DAR, and microtransit services.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

60 Reservations, Scheduling, and Dispatch
Transdev will receive and schedule reservations daily as well as perform day-of-trip deployment and dispatching using Spare. All DAR and microtransit passengers will be encouraged to use the Spare app to conveniently schedule, reserve, and track their trips.

Our team will take calls from passengers who wish to schedule trips by phone. The Dispatcher will enter the trips into Spare. Spare will then build and maintain DAR and microtransit schedules, building runs or assigning trips to existing runs; anchoring standing trips to runs whenever practical; and optimizing schedules to ensure the best possible balance of productivity and expected on-time performance.

Dispatchers will review trips placed on standby using Spare to ensure they are assigned to fill gaps in runs, leaving the minimum number of standby trips possible for same-day processing.

Transdev’s Dispatchers will be responsible for the following duties:
 Use historical trip data and ridership demand projections to develop schedule templates within Spare that maximize vehicle availability during peaks and support effective and stable operations, to the extent practicable
 Use standing orders and other predictable demands to anchor the beginning and end of routes to promote route stability and productivity
 Enter the requested standing order trips into the Spare environment  Throughout the week prior to the day of service, Spare will optimize the schedule and the Dispatcher will make route start and end time adjustments, and open and cancel routes to maximize system productivity
This optimization will be automatically performed within Spare, and at the end of the day before service, re-optimize the schedules, eliminate unnecessary capacity, and develop final schedules. Scheduling templates will serve as the basis for Operator-run development.

Dispatch
For all operations, Dispatch will perform Operator fitness for duty checks. Dispatchers will constantly monitor and react to service on the street to provide passenger-focused service and maintain key performance standards. They will manage exceptions to the schedules and quickly identify and resolve issues with escalation to supervisory personnel as necessary.

Dispatchers will use Passio for tracking the fixed route service and Spare for the DAR and microtransit services, using their AVL system to manage on-time performance.

Daily Service Preparation
Our operations each day begin with extensive preparation to ensure adequate staff coverage for all routes and scheduled trips and the availability of a clean, reliable fleet.

We will monitor Operator work hours and assign Extraboard service as needed to balance operational needs with available personnel resources effectively. Maintenance staff reviews the day’s daily vehicle inspection reports, which document Operators’ findings during pre-trip inspections. They perform any maintenance necessary, corrective or preventive, to address safety issues. They also conduct scheduled preventive maintenance inspections and repairs to ensure fleet reliability and operability.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

61 The Maintenance team coordinates with Dispatch to confirm adequate fleet resources are available for the next day of service. Operators will be responsible for fueling vehicles, while the Utility team will clean the fleet in accordance with contract requirements to ensure vehicles are available for the next day’s service.

Route Initiation and Operation
Following the pre-trip inspection, the Operator signs into the Spare tablet and indicates they are ready to depart the yard via radio. Fixed route Operators use a manifest for tracking their passengers and DAR/Microtransit Operators sign into the Spare app on their tablet for trip assignments and head to their first pick up location.

Road Supervisors directly supervise peak pullout from the yard. Concurrently, the Dispatch team will monitor the timeliness of each vehicle’s departure. Once they depart the yard, the Operator proceeds on the route and approaches their first pickup. The Operator will use the onboard tablet or radio to contact Dispatch if delays or other service issues arise.

Dispatch Monitoring
Dispatching staff will assign work runs and vehicles with correct schedules and vehicle assignments. They will use all available technology tools to manage service and any issues, including late pullouts, the management of prompt vehicle pullouts and pull-ins by schedule, and notification of routes that may violate scheduled times.

This initial route management impacts the overall system performance by supporting on-time performance before the route leaves the yard. This minimizes the domino effect that late deployments have on the timeliness of route events. Transdev Dispatchers will perform real- time schedule updates to effectively manage day-of-service changes.

Road Supervision
Road Supervisors will respond promptly to service issues and conduct road observations to promote positive customer service and monitor compliance.

Our Road Supervision team will work closely with Dispatch and management to assess Operator and service support needs through periodic meetings and continuous communication during the service day.

Return to Yard and Post-Trip Inspection
After arrival at the last stop on the route, the Operator will confirm no passengers remain on board and proceed to fuel the vehicle and then to the yard. Once they return to the yard, Operators are required to complete a post-trip inspection.

Road Supervisors may be stationed in the yard to oversee pull-in and perform pull-in inspections at random to check on Operators in their work environment. The Operator then signs out of the tablet and returns the keys, manifests, and any other materials used in service to a Dispatcher.

At this point, the operations cycle is complete, and the Operations team begins preparation for the next service day.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

62 Service Evaluation
After each service day, our local management team will meet to discuss the day’s performance.

Using the tools and data we receive through all available sources, our management staff can identify trends and areas needing improvement to optimize our service delivery. Likewise, successful service trends are also identified and discussed to ensure positive results continue.

6.B Management Plan
Local Management Team
Transdev has a highly capable management team in place and they are fully prepared to take on management of the City’s Dial-A-Ride and MPK Transit Express services. Our team is led by Project Manager Narcisa Montemayor Silva, who is supported by proven transit professionals, as well as Transdev’s results-oriented regional and corporate teams. Please note that while our management team is shared across multiple operations in the region and is not fully dedicated to the City of Monterey Park’s services, they will continue to be committed to comprehensive oversight of your services and will ensure effective service delivery and excellent customer service for the City and Monterey Park community.

Resumes for our management team have been included in the Appendix.

Project Manager Narcisa Montemayor Silva
Narcisa has 18 years of transit industry experience, including 15 years in management roles. She started her transit career as a Dispatcher for paratransit operations in Visalia, CA and then served as an Office Administrator for the City of Visalia’s paratransit eligibility program.

Narcisa joined our company in 2011, serving as Project Manager of our Imperial Valley Transit operations for seven years. Narcisa is responsible for ensuring safe, dependable, passenger-focused services every day.

Safety and Training Manager Juan Perez
Juan has over a decade of experience in the transportation industry, having served as Operator, Supervisor, and Safety Manager. Juan manages safety and training for the City’s services, ensuring compliance with all regulatory standards. Drawing on his frontline background, Juan delivers effective training, reduces incidents, and strengthens the safety culture that supports both employees and passengers.

Maintenance Manager Benjamin Casillas
Benjamin has over 20 years of maintenance experience and began his transit career as a Technician. He ensures exceptional maintenance for the City, extending the life of your valuable assets. Benjamin provides direct maintenance management oversight for the City’s fleet for each service, including all repair and cleaning activities, personnel management, safety and security oversight, asset control, parts inventory, and implementation of continuous process improvements.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

63 Regional and Corporate Support Team
While it is the responsibility of our on-site Project
Manager to deliver the commitments of our
contract, Transdev’s system of checks and
balances ensures accountability in achieving and
exceeding the expectations of our customers and
clients.

Transdev has an established oversight and support
team of senior managers who ensure the City of
Monterey Park’s expectations are met, our
procedures are followed, and our overall
performance is within the standards established by
the contract, laws, and Transdev’s internal
standards.

Transdev’s corporate and regional support staff will
continue to have regular on-site visits and virtual
meetings with our local team to review key
performance indicators and challenges and receive
hiring and recruiting updates. During these
meetings, Senior Vice President Rich Rogers and
his regional team work with our local team to determine strategies for service improvement.

Senior Vice President Rich Rogers
Rich will continue to ensure the local Transdev team has the resources they need to meet and exceed performance standards. He brings over 40 years of public transit experience across both public agencies and private transportation companies and uses his analytical skills to translate data into service improvements. Rich meets regularly with clients and stakeholders to ensure expectations are exceeded.

Region Director of Operations Amina Wolf
Amina will provide oversight and support to our local team to ensure performance, safety, and contractual compliance. Amina has over 30 years of progressive leadership in large bus and rail operations, including executive oversight of multi-division, multi-site transit portfolios where she was accountable for safety performance, contract compliance, and labor relations. As Regional Director, she supports local leadership through regular site visits, performance reviews, and operational guidance throughout the contract term.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

64 National Director of Safety Jerome Rogers
Jerome will continue to work with Project Manager Narcisa Montemayor Silva to address and resolve safety issues. With 25 years in transportation management and 15 years in safety and risk management, he provides oversight, investigations, and training while serving as the primary safety resource for the local team.

National Maintenance Manager Ed Remly
Ed works with our Maintenance Manager to ensure preventive maintenance inspections are conducted on time and that Transdev provides quality general and major repairs to minimize road calls. He brings over 30 years of maintenance management experience overseeing large, diverse fleets and will continue to oversee Monterey Park’s ongoing maintenance program.

Regional Director of Human Resources Mickey Sidhu
Mickey brings corporate personnel initiatives to the local operation and helps recruit and retain employees. Mickey has over 18 years of human resources management experience and supports our local team with hiring/recruiting, payroll, employee benefits, and employee performance management issues.

Senior Labor Counsel Rebecca Weir
Rebecca has over 20 years of experience in union negotiations, labor arbitration, and managing unfair labor practice issues. She provides day-to- day labor law support to our field operations, with a key focus on negotiating Collective Bargaining Agreements, particularly across the West Coast.

Rebecca represents the company before the National Labor Relations Board (NLRB) on matters such as Unfair Labor Practice charges and Representation Petitions. She also handles grievance arbitrations and mediations.

Learning and Development Manager Nancy Portincaso
Nancy administers our Learning Management System (LMS) program to help our employees improve their skills and advance their careers at Transdev. With over 25 years of business experience, she specializes in adult learning and aligning training programs with business needs.

Corporate Drug & Alcohol Program Manager Esther Avalos
Esther assists our local Safety Manager to ensure a drug and alcohol- free workplace. She has more than 20 years of experience in this field and has served as a certified trainer and a liaison to the United States Department of Transportation, the California Highway Patrol, and the Federal Transit Administration.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

65 Senior Vice President of Business Development W.C. Pihl W.C. assists with transition/start-up tasks as needed as well as ongoing contract compliance. With more than 30 years in operations and business development, he works closely with clients to solve transportation challenges.

He is also an active transit advocate through APTA and CalACT leadership roles.

Director of Business Development David Smith
As Director of Business Development, David provides guidance, support, and resources to ensure the City’s satisfaction with our service. He brings 38 years of public transportation experience, having managed operations across multiple states and served as Regional VP of Operations, with active involvement in CTA and CalACT.

Vice President of Business Technology Christopher Bryan Christopher provides technical support to evaluate and optimize system performance and our local team’s use of transit technology. Christopher supports our local teams and explores ways to enhance productivity and system effectiveness through the improved use of technologies. Previously with Trapeze Software Group, he led product development and more than 100 software implementations.

Manager of Technology Services Yves Tang
Yves helps manage software components, alongside Christopher. With more than 20 years of transit and ADA paratransit expertise, he leads the Technology Services team in implementing software, training, and customer support, while helping local teams improve efficiency and meet performance goals.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

66 6.C Staffing Plan
Organizational Chart
Transdev’s organizational chart for the City of Monterey Park’s fixed route, DAR, and microtransit services is shown below.

Staffing Plan and Job Descriptions
Transdev conducts a thorough analysis to determine and ensure we provide proper staffing levels throughout the duration of our contract. This analysis includes a review of Transdev’s current operation the City of Monterey Park, as well as others of similar size and scope, and local employment trends. We also look at any needs in our local team, as well as the implementation of new initiatives and goals. To determine adequate staffing levels for a new contract with the City we have considered:
 Staffing requirements to take on operation of the DAR and microtransit services  Current staffing levels at our Spirit Bus operation
 Current performance and identification of any areas that need additional staffing to achieve optimal results
 Any changes in scope, client direction or objectives that could result in staffing changes

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

67  Changes and requirements in the new RFP, such as additions or reductions in estimated revenue hours
 Analysis of employee turnover rates at the current operation  Documentation of staff call-offs
 Use of overtime hours
The chart below outlines our anticipated staffing levels for the new contract to include operation of fixed route, DAR, and microtransit services. This staffing plan is based on our unique understanding of the fixed route operation, your goals, and the information provided in this RFP.

Transdev will continue to provide sufficient personnel during all hours of operation.

Position Title Number of
Personnel
Job Duties and Minimum Qualifications
Project Manager 0.2 Job Duties: Manages the overall operation; ensures safe, reliable service that meets or exceeds performance standards; creates and maintains a positive, supportive culture for all employees; works closely with City staff and maintains open, transparent communication;
coordinates with Transdev corporate and regional teams
to access resources to improve service; ensures
operations are compliant with contract and federal, state, local ordinances.

Minimum Qualifications: Managerial experience in
similar services. Cost control or financial/budget
experience. Knowledge of basic laws, ordinances, and
regulations underlying the transit operation. Excellent communication and presentation skills.

Assistant Project
Manager

0.2 Job Duties: Support General Manager in day-to-day
oversight and administration of contracted services.

Monitor operational performance and readiness. Support
employee onboarding. Track performance metrics,
reporting requirements, and corrective actions. Monitors employee performance and resolution of customer
issues;
Minimum Qualifications: Managerial experience in
similar services. Cost control or financial/budget
experience. Knowledge of basic laws, ordinances, and
regulations underlying the transit operation. Excellent communication and presentation skills.

Safety and Training
Manager

0.25 Job Duties: Oversees safety and training programs for the entire operation; addresses safety or training related service problems; investigates and responds to incidents and accidents; promotes a safety culture; manages the
security program; and provides and receives training to ensure a safe and secure workplace.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

68 Position Title Number of
Personnel
Job Duties and Minimum Qualifications
Minimum Qualifications: Supervisory and managerial
experience in transit safety positions. Experience with OSHA and/ or DOT regulations. Experience with training
adult learners.

Maintenance
Manager

0.25 Job Duties: Supervise day-to-day aspects of the
maintenance function. Responsible for the fleet and
shop equipment. Ensure work is performed to City,
Transdev, and manufacturers’ standards. Ensure that
vehicles are safe, well-maintained, and clean. Develop
and implement policies and procedures to ensure
compliance with federal, state, and local regulations.

Establish preventive maintenance schedules and track
compliance. Analyze road call reports for timely
response and failure trends.

Minimum Qualifications: Journey-level Technician
experience and a minimum of five years of experience in maintenance supervision. Must have maintenance
software experience.

Accounting
Manager

0.25 Job Duties: Supervises accounting operations, month- end, budgets, and financial forecasts. Manages
preparation of financial reports, balance sheet
reconciliations, and variance analyses. Provides
financial insights, solutions, and recommendations to
address business challenges and assist with efficient
operations. Prepares and assists in creating financial
projections to make strategic decisions and improve
financial results.

Minimum Qualifications: BS/MA degree in Finance or
Accounting, experience in a similar role preferred.

Knowledgeable of financial statistics and accounting
principles. Accuracy in reporting and analysis, detail- oriented auditing, confidentiality, and ethical behavior.

Dispatchers 4 Job Duties: Ensures all route assignments are filled and Operators are fit for duty. Provides timely
instructions/responses to operational requests during
hours of operation; works with Operators to ensure
schedules are maintained; and oversees service
efficiency, resolution of service issues, completion of daily reports, and management of emergency incidents.

Minimum Qualifications: Previous experience in the
transit field and supervisory experience preferred.

Knowledge of transit software strongly preferred.

General knowledge of the methods of operating two-way

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

69 Position Title Number of
Personnel
Job Duties and Minimum Qualifications
communications equipment and proper radio
procedures. Thorough knowledge of the service area’s
street systems, peak traffic times, locations, and effects of weather on street conditions.

Road Supervisors 0.8 Job Duties: Maintains the performance of service and attends to all day-to-day issues regarding routes,
passengers, vehicles, and Operators. Coordinate
activities with Dispatch. Main responsibilities include responding to any incidents, monitoring/documenting
daily service operation regarding safety and on-time
performance, ensuring Operators follow company rules
and procedures, interacting with City staff and the public, and assisting Operators with maintaining scheduled
routes.

Minimum Qualifications: Prefer one year of Operator
experience and exemplary record. Excellent written and
verbal communication skills. Appropriate driver's license and endorsements. Must meet the same qualifications
as Operators, including completing Operator training.

Accounting Clerk 0.25 Job Duties: Supports the financial functions of the operation by processing invoices, payroll, fare counting and reconciliation, and accounts payable and receivable transactions. Maintains accurate financial records,
reconciles data, and assists in ensuring compliance with contract requirements and applicable funding guidelines.

Minimum Qualifications: Accounting and
administrative experience preferred.

Technicians 1.9 Job Duties: Provide preventive maintenance and vehicle repairs. Maintain records of repairs and
preventive maintenance. Diagnose and repair
mechanical, electrical, hydraulic, fuel, and other vehicle systems.

Minimum Qualifications: Experience in
automotive/diesel repair and or a combination of training and experience or have graduated from an automotive
technology course at an accredited trade school or
college.

Utility Worker 1.4 Job Duties: Cleans, details, and services vehicles.

Minimum Qualifications: Able to follow instructions and work independently.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

70 Position Title Number of
Personnel
Job Duties and Minimum Qualifications
Parts Clerk 0.16 Job Duties: Assists Maintenance Manager in maintaining physical inventory and inventory assets,
ordering and forecasting parts. Works with Maintenance
team and stays informed of manufacturer
recommendations and recalls.

Minimum Qualifications: Able to follow instructions
and work independently.

Operators 17 Job Duties: Operate vehicles safely and efficiently, maintain schedules, provide passenger-focused service,
and clean vehicles.

Minimum Qualifications: Described later in this section in Recruiting and Hiring Operators, Defining Hiring
Requirements.

Upon contract award, we will continue to monitor staffing levels and employee development to make adjustments as necessary to ensure optimal contract performance. We ensure that every employee providing service to the City of Monterey Park’s transit system has the skills needed for exceptional customer service, and the management support for success every day. Our on- going review of staffing levels and development plans include:
 Planning training classes for anticipated staff needs  Conducting refresher training sessions, as needed
 Managing and adjusting Extraboard Operator hours, as needed  Using standby Operators to review schedules with Dispatch staff  On-road training with our Road Supervisor and substitute Operators  Reviewing probationary employee development for success All of these efforts enable us to better maintain costs, adhere to schedules, maximize on-time performance, promote professionalism, and meet all of City’s quality and customer service requirements.

Personnel Contingency Plans
Our personnel contingency approach for the City of Monterey Park is designed to ensure uninterrupted service through a flexible, cross-trained workforce and clearly defined roles across operations. We maintain a pool of qualified Operators across multiple services operated from the El Monte facility, enabling us to provide immediate backup coverage for Monterey Park services during employee absences such as vacations, illness, or leave, should the need arise.

Our staff is cross-trained to support each service mode, allowing resources to be dynamically reassigned as needed to maintain service reliability. In addition, certain team members such as dispatch personnel, (where appropriately licensed) can step in to operate vehicles during emergencies or critical staffing shortages.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

71 This integrated staffing model, combined with strong coordination among supervisory and operational positions, ensures continuity of service, minimizes disruptions, and maintains high performance standards at all times.

Recruiting and Hiring Operators
Transdev invests heavily in our employees and works diligently to develop them as individuals.

We promote fair hiring practices as we implement new strategies to attract and retain the best employees.

Our regional Human Resources and local management teams adhere to all state and federal employment laws, and Equal Employment Opportunity forms the foundation of our hiring practices and employment policies.

We designed our hiring process to identify suitable candidates who possess a positive attitude and are trainable. Our Operator training program provides the tools for new Operators to develop meaningful and rewarding careers and provide valuable services to the community.

Transdev’s Creative Recruitment Processes to Attract New Operators To combat the impact of national demand for Operators and a competitive hiring environment, Transdev has implemented new, creative recruitment methods. We identified innovative methods to attract the younger generation of transit professionals, and we are using the following strategies at operating locations throughout the U.S. to maximize mobile technology and attract as many applicants as possible. Transdev also targets our recruitment efforts to each specific community where we operate service. Our recruitment strategies may include the following:
 Targeting users of the popular WAZE app (which includes GPS, maps, traffic alerts, and navigation) when vehicles are not in motion for local recruiting.  Geofencing to cast a wide net in a specific geographic boundary – we send push phone notifications about the job opportunity when a mobile device enters the specified area.  Creating geographically targeted Google and Facebook ads using a deep data dive and search engine optimization (SEO) to push notifications to laptops or smartphones.  Implementing Text Apply, a straightforward process that gathers information, asks screening questions, sends information, and allows candidates to apply for jobs on their smartphones. We text links to schedule interviews, links to where to provide screening information, and automated interview reminders. Candidates may also text a keyword to a short code to complete an application.
 Leveraging algorithms specific to our target market to promote open positions on Internet radio, including iHeart Radio, Pandora, and Spotify.

Transdev continues to recruit through job posting websites, including www.Indeed.com. We use Indeed Easy Apply to simplify the application process for candidates using Indeed’s resume database. Candidates may click a button to apply and bypass our login registration. Their resume information is imported, and candidates fill out any incomplete fields in our hiring software, JobVite.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

72 Traditional Recruiting Practices
While mobile and online recruiting are efficient, we still emphasize local recruiting, outreach, word-of-mouth, promoting from within, and print advertising.  Local Recruiting – Transdev collaborates with community organizations to attract employees, including Commercial Driver’s License (CDL) schools, churches, military bases, workforce development offices, the Urban League, the National Association for the Advancement of Colored People (NAACP), Job Corps, youth services offices, and Goodwill Industries.
 On-Vehicle Recruiting – Transdev adds magnetic signs
on Road Supervisor and relief vehicles advertising “now hiring” with phone numbers and QR codes that link to job applications. We can also advertise directly on fleet
vehicles, with your permission.
 Employee Referrals – Employees enjoy working at
Transdev and our culture. They promote their current
jobs, and word of mouth attracts new hires.
 Veterans Outreach – We post positions on online veteran job boards, including the Armed Services Jobs, Save Our Veterans, Veterans Job Bank, Departments of Veterans Affairs, and Work for Warriors Facebook page and website. We also send email blasts to members of these organizations’ databases. Local staff attend job fairs and partner with the TAPS officer on military bases.
 Job Fairs – Our Human Resources team establishes relationships with local career agencies and attends local job fairs.
 Developing Talent – We develop our talent and promote it from within. Many of our Managers started their transit careers as Operators and were promoted because of their attitudes and abilities. Transdev learned that our employees want more opportunities for career development, so we increased our training and development budget, added new training for General/Project Managers, and improved our internal job application webpage.  Apprenticeship Programs – Transdev partners with local training institutions to develop apprenticeship programs targeted for the next workforce generation. For example, in Phoenix, we partner with the Arizona Automotive Institute (AAI) to offer high school students the opportunity to participate in our Maintenance Apprenticeship Program.  Published Advertising – Transdev advertises on mainstream online job boards, including CareerBuilder, ZipRecruiter, JobCase, Glassdoor, Indeed, DMV websites, and Craigslist career portals. We also post vacant positions on the Transdev website and industry-specific boards, such as Transit Talent.com, and advertise in local newspapers and radio stations.

Our applicant tracking system manages recruiting and ensures regulatory compliance.  Shaker– We partner with this full-service recruitment agency for job postings, job market analysis, and employment consulting. The agency monitors our career website multiple times daily and automatically uses advertising and artificial intelligence to post job openings on various websites. Our internal marketing team and Shaker use search engine optimization (SEO) to attract talent further. Transdev also works with Shaker to send mail blasts about job postings and for job market analysis and employment consulting.  Facility Advertising – Transdev advertises job openings at each location, including on the Communications Board in the breakroom and banners at the front of the building.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

73  Flyers – We email flyers to local Employment Development Department (EDD) offices, local colleges and universities, and behind-the-wheel Commercial driving schools and distribute them to local businesses within a five-to-seven-mile radius of the service area. Examples include nail/beauty salons, barbershops, libraries, laundry mats, and trucking schools.

Transdev hires employees who exhibit customer sensitivity, a positive attitude, and a commitment to safety. They must display integrity, be safety conscious, and understand that seniors and individuals with disabilities have unique needs.

Transdev will continue to meet all City Operator requirements as outlined in the RFP and seek candidates with strong customer service skills, prior transportation experience, and familiarity with the Monterey Park service area.

Successful Hiring and Retention Strategy – Regional Recruiters Transdev has Regional Recruiters on staff to assist our locations with successful hiring and retention in today’s competitive labor market. Having these dedicated recruiters with comprehensive training in identifying qualified candidates and increasing the success rate of recruiting campaigns has been invaluable throughout our operations. These Recruiters focus on building strong relationships with our location personnel to assist in defining and implementing targeted recruiting strategies. Depending on the strategy identified, they may:
 Maximize job board postings and other hiring advertisements across a variety of mediums  Analyze candidate metrics and progression through the hiring process  Work with locations to ensure candidates are being screened in a timely manner  Provide Applicant Tracking System training and ongoing support to the team  Assist with making the workplace more attractive to potential candidates  Serve as Talent Advisors
Our Regional Recruiters also report weekly, monthly, and quarterly analytics as well as recruiting and hiring KPIs to our local management teams. They are in frequent contact with our local teams either in-person or virtually as needed to provide updates and manage recruiting campaigns.

Regional Recruiters give Transdev a major advantage in ensuring our operations are either fully staffed or have a well-defined action plan to get there.

Defining Hiring Requirements
We begin the employment selection process by defining the hiring requirements for employees.

Our minimum standards for Operators are as follows.
 Must be able to read, write, and communicate effectively in English  Must be at least 21 years of age and have a driving record of at least three years  Must have a high school diploma or GED
 Must have a current driver’s license of the class required for the operation of the vehicle they are assigned to drive and must possess any other applicable licenses, permits, and endorsements required by federal, state, and local regulations

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

74  Must possess a current DMV Medical Examiners Certificate or be able to pass a DOT physical
 Must have no homicide, manslaughter, or assault convictions associated with operations of a motor vehicle
 Must have no more than three moving violations within the past five years, including but not limited to failure to stop at the scene of an accident, driving with a revoked license, possession of opened alcoholic containers, or attempting to elude an officer  Must be able to pass a DOT pre-employment drug screening that complies with United States Department of Transportation standards
 Must pass a criminal background check – an applicant will not be denied employment solely on the grounds of a conviction for a criminal offense. Transdev will consider the type of offense, the date, and the relevance of the criminal conviction in the employment decision.

The Regional Director of Human Resources will review any background check that shows a conviction before we hire the applicant.

Our Seven-Step Screening Process
Transdev uses the following seven-step screening and hiring process for Operators.

Step 1. Written Application
We require all applicants to complete a written or online application detailing previous employment experience and education. Transdev checks all applications for completeness and accuracy and reviews work history and minimum requirements.

Step 2. In-Person Interviewing
In-person interviews help us confirm objective employment information. Transdev asks questions to test the applicant’s ability to comprehend and speak English and determine if an applicant can reason through instructions and construct a proper response. We use behavior-based interviewing techniques to ensure the applicant fits the position well.

Step 3. Drug and Alcohol Testing
Transdev complies with all U.S Department of Transportation regulations regarding drug and alcohol testing as outlined in the RFP.

Step 4. Criminal Background Check
We hire a third-party firm to conduct criminal background checks, including federal and state records. The checks are intended to capture any information about prior felony convictions and whether the candidate is a wanted felon.

Step 5. Driving Record Check
Transdev conducts a Department of Motor Vehicles (DMV) driving record check prior to hiring. We regularly review the DMV driving record to ensure each Operator’s license complies with our requirements. Our insurance carrier also conducts an annual review of our Operators’ DMV records.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

75 Step 6. Reference Check
Transdev verifies previous employment. We check information and contact references.

Step 7. Skills Testing /Training
Training is the final part of the hiring process, and trainees are conditional employees until they graduate from training. Trainees must demonstrate their ability to comprehend training material and verbalize and write their responses to specific questions and problems. Training also verifies an employee’s proficiency in English.

During training, Operators must be able to demonstrate:
 Ability to speak and comprehend English
 Ability to safely operate a vehicle on-time
 A high level of customer care and service
 Proficiency in all materials presented in training
 Mastery of the defensive driving program
 Knowledge of the service area, routing, street numbering system, map reading, major trip generator locations, etc.
 Knowledge of and ability to comply with all applicable DOT safety regulations  Understanding of accident and incident procedures and reports  Knowledge of proper fares and collection procedures
 Proper use and procedures related to on-board communication equipment  Safe operation of the vehicles, including bus maneuvers, familiarization, and pre-trip inspections
 Security awareness
 Passenger sensitivity and assistance, lift procedures, and loading/ securing mobility devices Ongoing Background Checks
After hiring a safety-sensitive employee, we use a nationwide shared database called WebRisk to monitor compliance with our employment requirements. All safety-sensitive employees across the country are in this database, along with every type of permit with an expiration date. For each employee, this database tracks vital permits and licenses such as commercial Operator’s license dates, DOT physical dates, dates for the Operator’s annual road evaluation, annual motor vehicle records checks, and more.

When an employee’s permits, licenses, or evaluations approach an expiration date, an autogenerated email alert is sent to their Supervisor per the following schedule:
 Sixty days before any expiration of any permit, license, or evaluation, an automatic alert is sent via email to the Safety and Training Manager.
 Thirty days prior to expiration and within five days of expiration, an alert is sent to the Safety and Training Manager and the Project Manager.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

76 Employee Retention and Recognition
Our retention and incentive plans seek to increase employee engagement and convey the importance of their role in the overall organization.

Our recognition plans focus on quantifiable safety, reliability, customer service parameters, observations, and passenger comments. We use the following retention and incentive programs for our employees.

Sign-On Bonus
Transdev may offer a sign-on bonus for new Operators; the bonus would be paid out in increments over a 12-month period.

Referral Bonus
We may offer a referral bonus to the new employee and the employee who made the referral.

This bonus would be paid out in increments over a 12-month period.

Employee of the Month and Year Awards
Transdev awards Employee of the Month and Employee of the Year at each location.

Years of Safe Driving Program
The Years of Safe Driving Program honors Operators who drive an entire year without an accident or injury – a truly remarkable accomplishment.

Employee Engagement Survey
Transdev is committed to listening to its workforce and continuously improving the employee experience through its annual Employee Engagement Survey. This confidential, companywide survey is distributed to U.S.-based employees and is designed to measure employee commitment, sense of value and engagement, confidence in the organization’s future, and opportunities for improvement. Survey results are shared with managers and department leaders and reviewed in interdepartmental discussions to identify trends and priorities. Leaders then develop actionable plans based on employee feedback, reinforcing Transdev’s commitment to transparency, accountability, and a culture where employee input helps shape the organization’s success.

Employee Appreciation and Team-Building Events
We hold employee appreciation events throughout the year to show our gratitude and recognize the ongoing work of our teams.

National Employee Appreciation Week
Transdev's employees live our purpose every day. They empower passengers with the freedom to move using safe, reliable, innovative transportation solutions and serve the common good.

We celebrate Transdev’s National Employee Appreciation Week during the last week in August each year. Events include distributing treats, snacks, and meals, decorating facilities with banners and posters, sending employee messages throughout the day via in-vehicle tablets, radios, and email to recognize our employees' hard work and dedication, and more.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

77 Our corporate marketing team supports this important event by distributing banners, flyers, invitations, and templates to help our managers plan and promote events.

Promoting from Within – Opportunities for Advancement
Transdev promotes from within whenever possible. For example, a number of our senior operations leaders started their careers as Operators. They progressively increased their responsibilities to their positions today. We encourage employees to apply and interview for jobs they are qualified for and interested in pursuing.

Manager Learning and Competency Series
Transdev’s Manager Learning and Competency Series is a comprehensive three-day training workshop designed to strengthen leadership capability and operational expertise.

The program combines instructor-led sessions and
eLearning modules covering key operational areas,
beginning with safety training and performance
management practices, including the Transdev
Operations Management (TOM) framework, financial
acumen, and operational performance tools.

Participants also receive training in client relationship management. The program further develops emerging
competencies through modules on data security,
cybersecurity awareness, data literacy, and generative
AI applications. Finally, the workshop focuses on core
leadership competencies, including management and
leadership practices, labor relations, ethics and compliance, and anti-corruption principles, ensuring Managers are fully prepared to lead safe, compliant, and high-performing transit operations.

New To Management Program
Transdev’s New to Management training program prepares newly promoted supervisors and managers with the skills needed to lead teams effectively in a transit operating environment.

The program focuses on building strong managerial foundations, beginning with developing a managerial posture and self-awareness, including leadership fundamentals, goal setting, business acumen, and an understanding of the responsibilities of becoming a supervisor.

Participants learn to drive results through alignment with Transdev’s operational framework, including the TOM performance management approach. The program also emphasizes effective communication and team leadership, covering skills such as giving constructive feedback, active listening, navigating team dynamics, and resolving workplace conflict.

Additional modules focus on developing high-performing teams through delegation, performance management, and understanding the stages of team development. The program also prepares managers to attract and retain a diverse workforce by addressing bias in recruiting and providing structured interview training to support fair and effective hiring practices.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

78 Advancing in Management Program
Transdev’s Advancing in Management training program is designed for experienced managers seeking to strengthen leadership effectiveness and operational impact.

The program builds advanced managerial competencies, beginning with enhanced self- awareness and emotional intelligence, while also developing practical skills in project management, overcoming career obstacles, and repairing professional relationships.

Participants refine their communication abilities through training focused on managing difficult conversations, responding effectively to upset customers, delivering clear operational reporting, and setting measurable performance goals. The program also prepares leaders to guide teams through complex challenges, including crisis management, change leadership, and structured problem-solving.

Finally, managers learn strategies for building and sustaining high-performing teams through effective delegation and team excellence practices, ensuring they are equipped to lead transit operations through evolving operational and organizational demands.

ASE Bonus Program
Transdev implements programs that support our commitment to excellence. To encourage our Technicians to pursue ASE certifications, we provide financial incentives for each one they achieve. This program promotes the development of our employees by rewarding those who achieve milestones and keep their certifications current.

ASE Bonus Compensation Structure
ASE Certification is widely recognized as the gold standard in verifying the talents, qualifications, and education of automotive industry professionals.

We offer access to all ASE testing at no cost to employees, and employees can earn per-hour bonuses for successful ASE Certification as follows:
 While working to earn their first Master Technician Certification, the employee receives a $0.25 per hour bonus for each ASE test completed.
 While working to earn their second Master Technician Certification, the employee receives an additional $0.10 per hour bonus for each ASE test completed.  Maintenance Managers earn a $2,000 bonus if their location receives the Blue Seal Certification.
 All ASE-certified Technicians working at a location that receives the Blue Seal Certification receives an additional $0.25 per hour bonus.
 When a Technician completes the required certifications and is recognized by ASE as having World Class designation, they earn an annual bonus of $1,000.  When a Technician completes the required certifications and is recognized by ASE as having President’s Club designation, they earn an annual bonus of $2,000.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

79 Custom Employee Wellness Programs
Transdev has a variety of wellness programs, and we customize each program for our client partners. We encourage our teams to create contests to promote healthier living, including ideas like walking contests, weight-loss competitions, community walkathons, and hiking or biking clubs.

Monthly safety meetings include a
15-minute wellness topic, and topics
are based on current events,
employee suggestions, and input
from City of Monterey Park team
members. Wellness topics include
diabetes and sleep apnea
awareness, healthy eating, first aid,
stress management, exercise,
community outreach, and financial
health.

Mobility Change Makers Program
The Employee Mobility Change Maker program celebrates
our employees who consistently provide excellent service to internal and external customers. Our Project Manager can nominate employees for this award, and they receive a certificate and are recognized on our internal employee website.

Employee Learning and Professional Development
In addition to our standard training programs for all employee roles, Transdev supports ongoing skills development by offering many learning programs and training opportunities. We aim to retain motivated, engaged employees and help them gain new skills to grow into leadership roles. Our training programs include the following:

New to Transdev – All new employees participate in two hours of training that introduces Transdev’s values and our focus on passengers. The course includes information on Transdev and our services, how to recognize and overcome bias, and customer service fundamentals.

Advancing in Management – This training course is for employees who have served in a management role for at least six months. It includes classes that teach management skills, self- awareness, developing teams with impactful communication, leading teams through challenges, and developing and leading high-performing teams.

General/Project Manager (GM) Onboarding – This training supports newly hired and newly promoted General/Project Managers. Subject matter experts facilitate training throughout the first day, week, month, and quarter. The program introduces Transdev and defines the critical functional areas where a General/Project Manager must be effective.

Safety and Training Manager Onboarding – Transdev provides special training and mentor opportunities for the safety management team.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

80 Mentor@Transdev – This one-year mentorship program for women provides opportunities for professional growth and development, offers foundational management skills, and reinforces supervisor fairness in decision-making. The
curriculum includes self-paced learning opportunities, monthly mentor and group meetings, strength-finders tests and follow-up analysis, membership to one of three transportation associations, and a capstone project at the end of the program.

Learning Management System (LMS) – Transdev offers all employees short webinars, articles, and podcasts on current topics, including software systems, motivation, and management. The LMS includes training on hundreds of subjects. Examples include ADA overview, workplace harassment prevention, data security, a guide to effective meetings, motivating your team, and avoiding burnout. Any of our team members can access the LMS.

Compliance Training – All Transdev employees receive annual compliance training on workplace harassment prevention, and all Transdev employees with a company email address receive yearly data security training. Managers and above receive training on ADA, HIPAA, understanding the Family and Medical Leave Act (FMLA), and fighting against corruption.

Competitive Wages and Benefits
Our proposal includes competitive wages and benefits to recruit and retain a qualified team. We offer a robust benefits package, including vacation, sick leave, health care, short-term disability, life insurance, and vision and dental care. Some of these benefits increase with seniority to recognize the importance of retaining experienced team members.

Non-Union Employee Benefits
Transdev offers annual wage increases to our employees at the beginning of the year.

Additionally, Transdev provides a competitive benefits package that includes:
 Medical, Dental, and Vision – Transdev offers affordable health insurance for employees and their dependents, along with dental and vision benefits to select from.  Life Insurance – Transdev will provide a term life insurance plan at no cost to the employee. The plan offers an employee’s annual salary. In addition, employees may purchase additional life insurance between one to five times their annual salary at their own expense.
 Disability – Transdev provides short- term disability to employees, with options to buy-up coverage, and purchase long-term disability coverage as well.  Employee Assistance Program (EAP) – Transdev provides employees and their families with an Employee Assistance Program (EAP) through Quantum Health Solutions. Our Employee Assistance Program offers free and confidential support for various personal issues and concerns, with up to eight free counseling sessions per issue.  Retirement – Transdev offers access to a 401(k)-retirement employee match plan, which can provide a tax-deferred savings feature, and a choice of various investment fund options currently administered through Fidelity Investments.
 Vacation – Employees accrue vacation time based upon hours worked.  Sick Leave – Sick leave is accrued based on hours or years of service.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

81  Holidays – Employees receive eight federal holidays (New Year’s Day, Martin Luther King's Birthday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, and Christmas Day), and four floating holidays each year.  Jury Duty – Transdev takes its civic responsibilities seriously and pays employees summoned for jury duty service.
 Bereavement Leave – Transdev provides employees with funeral leave of up to three paid days for nearby funeral services and five days for funerals more than 500 miles away.

Equal Employment Opportunity (EEO) Program
Transdev is committed to creating and maintaining a
qualified and diverse workforce as an Equal Opportunity Employer. We afford equal employment opportunities to
employees and applicants and do not tolerate discrimination based on gender, race, sex, religion, color, creed, age, national origin, ancestry, marital status, citizenship status, veteran status, disability, sexual orientation, or any other factor prohibited by applicable federal, state, or local law.

This policy applies to all terms, conditions, and privileges of employment, including recruitment, employment, on-
boarding, initial periods of employment, job assignments, training and development, working conditions, promotion, transfer, compensation, benefits, educational assistance, layoff and recall, social and recreation programs,
termination and separation and other terms and conditions of employment.

Operator and Technician Labor Rates
Transdev’s proposed Operator and Technician labor rates are shown in the table below.

Position Labor Rate
Operator $20.72
Technician $34.71 (Average)
Non-Unionized Workforce
Transdev’s workforce in El Monte are not represented by a union.

Training and Ongoing Evaluations
Please refer to Section 6.E Training Programs for information regarding training and ongoing evaluations.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

82 6.D Retention of Previous Employees
California Labor Code 1070-1074
Transdev is dedicated to minimizing the number of employees displaced due to a contract transition, and we understand the value experienced employees bring to an existing transportation program. Retaining incumbent employees fosters continuity of service, assists in a smooth transition, and benefits the community. Our fixed route employees are already in place and will be retained to support the new contract. All incumbent employees working on this contract for the microtransit and DAR services who wish to become Transdev employees will be provided a fair hiring opportunity. For consideration, each employee must meet Transdev’s qualifications and be in good standing with the City and the current contractor.

In compliance with California Labor Code 1070-1074, Transdev will retain incumbent employees for not less than 90 days. We will retain those employees, except for reasonable and substantiated cause, and make a written offer of employment to each employee who has successfully passed all drug and alcohol testing, physical examination, and criminal background checks.

6.E Training Programs
At Transdev, we focus on quality, thorough training to provide:
 Safe driving and professional service performance
 High passenger satisfaction
 Happy, engaged employees, leading to higher rates of employee retention
Through our proprietary Professional Operator Development Program (PODP), we instill a culture of safety, customer care, and operational performance; encourage employee development and professionalism; and ensure regulatory compliance.

Outside Training Agencies
Transdev provides all training in-house. While we use material created by outside agencies such as the Smith System, our local or regional teams conduct the training. Additionally, our Technicians receive classroom instruction and on-the-job training provided by manufacturers and parts suppliers.

Operator Training
The following table describes the training we provide.

Training Program and Description Details
Professional Operator Development
Program (PODP) – teaches Operators the
essential skills they need to do their jobs.

Classroom, behind-the-wheel, and cadet training
Defensive driving course
Emergency procedures
Customer care and sensitivity

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

83 Training Program and Description Details
Customer Service Training – teaches
frontline employees about perceived quality
from the customers’ point of view.

Addresses the importance of understanding and
responding to passengers’ needs
Standardized OSHA Training – for
Operations and Maintenance Employees
Classroom training, including bloodborne
pathogen and GHS
Training for Behind the Wheel Trainers –
teaches Managers, BTW Trainers, and Road
Supervisors how to teach safe driving
behaviors on a skills course
Classroom training
Driving demonstrations
Skills training
Testing
Training for Cadetting Trainers – trains
veteran Operators to mentor trainees one-on-
one while cadetting in revenue service.

Classroom and BTW precision driving training
course, including fare collection, communication
equipment, map reading, and local policies
Accident Responder Training – teaches
Road Supervisors and Managers to
appropriately respond to accidents, including
accurate documentation.

Classroom and field training
Certification is obtained and tracked for renewal.

We provide many types of training to Operators, including the following:
 New Hire Training includes classroom, closed-course driving, and road training. Operators will spend a minimum of 83 hours in training for all three service types. Our Operator training matrix is provided in the Appendix.
 Monthly Refresher Training – Each year, every Operator receives 12 hours of refresher training during mandatory monthly safety meetings. Meetings focus on behavior-related topics, preventing unsafe behaviors, customer service, and passenger awareness and sensitivity.
 Remedial Training – Triggers for remedial training include, but are not limited to, accidents, excessive customer complaints, or being off work for extended periods.  Evaluations – Transdev evaluates every Operator and staff member who operates a revenue vehicle annually. During the ride-along, we monitor driving ability, passenger interactions, and mobility device securement. Our evaluations include a list of over 50 items to measure. New Operators receive evaluations every 30, 60, and 90 days, then annually or more often according to City requirements.
 Credential Reviews – We conduct license, background, and medical certification checks following the regulations of appropriate governing bodies and the requirements of the RFP.

Professional Operator Development Program (PODP)
PODP is a powerful curriculum and behavioral approach that teaches Operators the skills to do their jobs at the highest level of safety and competence. This program is unique to Transdev and stands out in the industry for its comprehensive, learner-centric approach and emphasis on responding appropriately to various scenarios. Our training focuses on building safe habits and improving decision making behind-the-wheel and during customer interactions.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

84 Every operating environment is unique, and we customize the PODP to meet our clients’ training requirements. We can add additional training modules, such as electric vehicles or child seat use.

Detailed Operator Classroom Training
Operators begin their training in a classroom
setting with our TSI-certified Transdev trainer. This
interactive setting allows Trainees to learn about
the company and the City’s expectations, interact
with fellow Trainees and Trainers in small groups,
and get hands-on experience with various
equipment and tools used in daily operations. Each
Trainee receives their own workbook and training
manual, doubling as a reference guide.

Our classroom training is based on adult learning principles and includes:
 Introduction to the Vehicle – Trainees learn about the equipment they will be driving and receive an overview of the significant systems, including steering, electrical, air, brakes, power train, lift or ramp, mobility device securement equipment, and communication equipment.
 Vehicle Dynamics – Trainees learn how kinetic energy, inertia, centrifugal force, gravity, and friction act on a vehicle in motion and how to control the vehicle in response, including braking distance and how driving impacts passenger comfort and fuel economy.  Communication Systems – Trainees learn how to use the on-board communication systems effectively.

Our safe driving classes include:
 Defensive Driving – Trainees receive the Smith System Defensive Driving Training, which focuses on the five keys to avoiding accidents.
 Fatigue Management – Trainees learn the signs of road fatigue, how to minimize it, and what to do if they feel fatigued.
 Following Distance – Operators learn the proper following distance to minimize accidents.  Changing Lanes – Changing lanes is inevitable. Whether merging or passing, changing lanes creates hazardous situations that can cause accidents. Trainees learn the techniques of safe merging and passing.
 Reference Points – Understanding reference points is critical to driving large vehicles.

Trainees get tips on gauging their vehicle relative to intersections, curbs, and other objects that are difficult to see due to the size and length of the vehicle. We discuss the importance of proper mirror adjustment and how to use mirror check stations.  Intersections – Trainees learn how to approach and navigate through intersections safely, the common hazards present, and how to prevent intersection collisions.  Railroad Crossings – Every year in the United States, there are approximately 5,000 collisions between motorists and trains. We teach trainees a procedure for safely crossing railroad crossings and state-specific laws about railroad crossings. 1:1 All Operators
participate in one-on-
one behind-the-wheel
training and cadetting
with an instructor

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

85  Substance Abuse – Trainees learn about our drug and alcohol testing program, including the types of prohibited substances, the circumstances under which employees are subject to testing, and what happens if an employee tests positive or refuses to submit to a drug or alcohol test.
 Emergency Procedures – Trainees learn the steps to take during an emergency. They learn to park and secure the vehicle safely, evacuate it, cooperate with Supervisors and law enforcement, respond to media inquiries, collect information from passengers, and document the emergency. We also discuss how Operators can ensure their safety.

Passenger Sensitivity Training and ADA Compliance
Transdev meets all Americans with Disability Act (ADA) requirements. We train our Operators on the policies and procedures related to interacting with individuals with disabilities and accommodating service animals.

We designed our Passenger
Sensitivity Training to help
Operators understand
situations from the
passenger’s point of view,
determine how best to
provide customer service to
the passenger and recognize
how their behavior impacts
customers. Tenets we teach
include:
 Passengers want to feel safe, valued, respected, and heard.  Operators and staff must make the travel experience safe, respectful of passengers’ time, and pleasant and comfortable.
 Operators must understand that they are integral to customer satisfaction and how passengers perceive their trips.
 Operators learn that passengers have diverse needs and concerns.

The training teaches employees how their response can help or frustrate a passenger and improve or worsen a situation. We prepare our employees to assess the problem from a customer’s viewpoint and then reassure or help them to make the experience positive, even if it did not begin that way. Our ultimate goal is to meet our passengers’ needs.

Legal Compliance
We teach Operators about Title VI anti-discrimination requirements in the PODP and how to abide by these laws. Our Manager training also covers Title II and III requirements of the Americans with Disabilities Act (ADA), as required by the FTA.

Detailed Road Training
The classroom work gives trainees the knowledge to become good Operators. To put this knowledge into practice, we provide hands-on training, including closed courses and BTW training.

Transdev ensures full ADA
compliance through comprehensive
Operator training focused on
accessibility, passenger sensitivity,
and delivering respectful, customer-
centered service for diverse rider
needs.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

86 Closed Course Training
We combine pre-driving and closed-course training with classroom training so that Trainees test what they learned from classroom materials and improve their skills on each type of vehicle in the fleet. Operators work on skills including backing, turning, and judgment stops. Our skills course training meets all federal requirements.

Behind-The-Wheel (BTW) Training
After Trainees complete skill area maneuvers, we take them onto the streets to practice more complex maneuvers. This one-on-one instruction includes training on roadways throughout the service area.

We include additional behind-the-wheel instruction for night operations, covering typical detours we use during significant events. This training stresses managing unexpected events, including accidents, sudden road closures, and re-routings.

Cadetting In-Service Training
During the latter portion of training, Trainees drive actual service routes under the immediate supervision of a Trainer. During this one-on-one training, Operators experience customers, maintain a schedule or follow a manifest, and collect fares with an experienced Operator on board to assist and evaluate. We evaluate Trainees’ knowledge of operational policies and procedures. To graduate from the program and be retained as a probationary employee, Trainees must:
 Demonstrate mastery in all operational policies, procedures, safe and defensive driving, and technical driving skills
 Demonstrate a positive attitude regarding courtesy, customer relations, and sensitivity awareness
 Display professionalism through punctuality
Training Schedule
The City of Monterey Park Operator training syllabus is in the Appendix.

Ongoing Training and Evaluation
Operator training does not stop after graduation. We create a culture of support and accountability through regular monitoring, evaluations, and refresher training to help employees succeed and keep passengers safe.

The Safety Department monitors DriveCam daily for triggers, including hard braking, distracted driving, following too closely, and rolling through stop signs. We coach Operators on how to change unsafe behaviors.

Training Documentation
Our Safety and Training staff properly document each employee’s training and note when the employee completes each module. Transdev uses the training log to record Trainee attendance, hours of instruction, and coursework completion. We present a training certificate to each successful Trainee and place a copy of the certificate into the employee’s record.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

87 All training documentation is compiled and maintained in Operator training files, which show the date completed, hours, and instructor initials on each page. The Trainee, Instructor, and Manager all sign off on the documentation to certify that each part of the training has been completed.

Trainees must demonstrate proficiency with each module. They receive review questions summarizing the coursework and take a test covering their knowledge of system rules and procedures. They are tested on:
 Transdev defensive driving techniques
 Wheelchair boarding and securement
 Paperwork and accident reporting
 Pre- and post-trip inspections
 Emergency procedures
 General vehicle operations
 Radio procedures
 Fare structure and fare collection
The Trainer rides with the Trainee and evaluates their
performance in every aspect of operations. The Trainee
follows an Operator’s route to demonstrate their ability to drive safely and follow instructions. We record the Trainee’s final evaluation in the employee’s file.

Transdev retains training records and other pertinent information in the employee’s file. We maintain the file throughout the employee’s employment with Transdev. File contents include assessments and evaluations, accidents, annual and mandated training, supplemental training, and certifications.

Right Monitoring – Ongoing Training and Evaluations
First-Year and Annual On-Board Evaluations
We perform an on-board evaluation during an Operator’s first 30, 60, and 90 days of employment to monitor Operator driving, customer service, and wheelchair securement.

Transdev also conducts on-board evaluations following a passenger or motorist complaint.

Based on our observations, we coach or retrain the Operator.

Refresher Courses and Retraining
Refresher courses help Operators recognize any bad habits they have developed and maintain their skills. We also provide retraining when an employee needs support around a specific skill deficiency. Refresher course topics may include:
 Substance abuse awareness
 Defensive driving
 Bloodborne pathogens and safety

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

88  Intersections reference points
 Backing basics
 Passenger Interaction
Retraining
Retraining is provided to maintain employees’ skills or respond to a specific deficiency in employees’ work performance, including accidents and traffic violations. The chart below shows triggers associated with retraining.

Retraining Triggers
Training When Where Why
A variety of topics ranging
from evacuation drills,
security training, customer
service and pre-trips
Up to eight hours per
year
Facility Routine skills
enhancement training
Defensive Driving Refresher
Training
A minimum of 4 hours
to understand the root
cause of the accident
and avoid the accident
in the future.

Classroom
and road
work
Post-accident
Customer Service Training Minimum of 2 hours Classroom Excessive customer complaints
Update of revised policies,
procedures, and detours.

Defensive Driving review.

Road Test
Minimum of 4 hours Classroom
and road
work
Off work for >30 days
Update of revised policies,
procedures, and detours.

Defensive Driving review.

Road Test
Minimum of 16 hours Classroom
and road
work
Off work >90 days
Dispatcher Training
Dispatchers have a complex job, and they need to be able to think on their feet, communicate effectively with Operators, and remain calm in stressful situations. They must also have the skills to multitask, relay correct information, and deal with complaints in a professional and calm manner. Dispatchers receive the classroom portion of Operator training, which is 34 hours. They also receive additional training on the following topics, shadow experienced Dispatchers, and observe live calls.

Development
Program
Training Topics and Skills Acquired
Skills Training  Routing, scheduling, and dispatching software skills  Training on all other system software

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

89 Development
Program
Training Topics and Skills Acquired
 Recognizing problem performance/steps for turning around a performance problem / diffusing conflict
 Safety leadership / reasonable suspicion/emergency procedures  Sensitivity training and passenger assistance techniques Transdev Ethics –
Making the Right
Choices
 Definition of ethics
 Benefits of an ethical culture
 Laws that enforce ethical conduct in organizations
 Transdev resources
 An ethical decision-making process
Harassment
Prevention Training
 Definition of unlawful and prohibited harassment
 Transdev’s Unlawful Harassment Policy
 Manager/Supervisor’s role in responding to and preventing unlawful harassment and inappropriate behavior
 Behaviors that violate Transdev’s policy
 Workplace bullying
Employee
Accountability
 Defining accountability and understanding its importance  The Manager’s role in holding employees accountable
 The importance of clear communication and ongoing feedback  The Simple Model of Accountability
Communication
Skills Verbal and
Nonverbal
 Positive vs. negative words
 Successful vs. unsuccessful communication
 Elements of nonverbal communication
 Learn to effectively deliver verbal messages to peers, employees, leaders, and passengers; understand that word choices matter; be aware of nonverbal behaviors that impact communication.

Documentation  Purpose and examples of documentation
 The Transdev Observation Form
 How to prepare and preserve documentation
 How to correctly fill out observation forms, drug and alcohol policy forms, and accident responder forms
Managing Conflict  Definition of conflict and causes/reasons conflict occurs  Steps for managing conflict
 Learn to assess beliefs about conflict and how to deal with it in the workplace.
 Learn to work through conflict with more confidence and capability.

Progressive
Discipline
 Purpose and steps of progressive discipline
 Documentation categories
 Participants will be able to:
• Follow the proper steps of progressive discipline
• Apply the seven tests of just cause
• Document the situation correctly

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

90 Road Supervisor Training
Road Supervisors have many responsibilities, including ensuring all routes are completed in compliance with safety procedures and monitoring and coaching Operators. We hire individuals who make safety and customer service their top priorities. Transdev provides Road Supervisors with the full PODP training that we provide new Operators, as well as the following training courses.

Course Description
Transdev Health and Safety General introduction about health and safety Unit One: Roles and
Responsibilities What is expected of you, your daily responsibilities and authority, the challenges you will face, and how you can influence others
Unit Two: Identifying and Removing
Risk from the Environment
 Unsafe vehicle conditions
 Common vehicle safety checks
 Unsafe conditions associated with buildings and
grounds
 The 12 OSHA standards that apply to Transdev
facilities
Unit Three: Identifying and
Removing Risky Behaviors
 Common risky behaviors that cause the most
accidents
 Behaviors that cause collisions
 Observation techniques
 Influencing techniques
Unit Four: Accident Investigation -
Part 1
 Your responsibilities in accident investigations
 The grounds rules of accident investigation
 The four types of losses associated with accidents
 How to prepare yourself for an accident call
 What your goals should be at the scene of an accident Unit Four: Accident Investigation -
Part 2
 Recaps priorities at the scene of an accident
 Overviews the process for investigating the accident
 How to survey the scene
 Who needs to be interviewed for each type of accident  The phases of a successful interview
 How to record the physical evidence
 What should and should not be photographed
 How to determine if an Operator needs DOT testing
Unit Five: Determining
Preventability
 The difference between determining preventability and accident investigation
 Basic guidelines for determining preventability
 How to coach Operators on preventability
 How to conduct a preventability meeting
Human Trafficking Awareness and
Public Safety Campaign
Training on the Department of Homeland Security's Blue
Campaign to End Human Trafficking

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

91 Course Description
LLLC Certification Workshop -
Understanding Safety and Risk (1&
2)
These modules answer the following questions:
 What is safety?
 What are accidents?
 Why do people have accidents? LLLC Driver Certification Understanding Safety and Risk
Motivating Your Team A review of the types of motivation, the forces that motivate individuals, and how to use that knowledge to
improve the team and operations
OSHA - Emergency Response Plan This course focuses on OSHA and how to implement an Emergency Response Plan.

Supervisor Communication Skills Teaches critical skills to use when communicating with and supporting your team.

Supervisor Role in the Prevention
of Workplace Violence
Tips and suggestions to prevent workplace violence.

Includes information on conflict resolution and identifying bullying and threatening behavior. Further, it teaches how to respond during a violent incident.

Unit Five: Building and Sustaining a
Safety-Centric Culture
This course focuses on building and sustaining a safety- centric culture in the workplace. Topics covered include:
 What does safety-centric mean?
 What is a safety-centric culture, and how does it
work?
 What can you do to support this culture?
 What are norms, precedents, and carry-over?
 What are rituals, and how are they established?
Unit Eight: Leadership Principles
Part 1
This unit focuses on leadership principles and techniques.

Topics covered include:
 Differences between managing and leading
 Key leadership principles that can be used to create a positive environment
 The definition of manager
 The definition of leader
 What is Managing by Wandering Around (WBWA)?
 10 great leadership principles
Complete Guide for New
Professionals
The course provides tips to build a solid network to
transform from a “newbie” to a “rising star” as you grow your skills and career.

Understanding Safety & Risk This course focuses on the 300:29:1 theory.

Conflict Management The course objectives are:
 Learn what conflict is and the potential cost of conflict to an organization and you
 Recognize the causes of conflict in your relationships  Implement the five steps to managing and resolving
conflict

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

92 Course Description
 Assess your beliefs about conflict to address them
better
Delegating For Growth The course teaches
 How to prepare yourself to delegate
 How to match people and opportunities
 How to manage the delegation process
 The benefits of delegation and barriers to delegation Unit Nine: Leadership Principles
Part 2
Topics covered include:
 How to create a more positive work environment
 What is a positive work environment
 How to be a leader
 What effect does a leader have on a safe
environment?
 What are the four levels of situational leadership?
 Recap of norms and precedents
Reasonable Suspicion This course teaches about Drug and Alcohol addiction and how to approach problems in the workplace. It covers how to:
 Sharpen your observational powers
 Take a proactive role
 Document your suspicion
 Act on the Drug Testing Policy
 Communicate your suspicion to the employee and
refer to testing
Maintenance Technician Training
The requirements for hiring maintenance staff include the following:
 All Operator hiring requirements
 ASE certifications or a diploma from accredited schools or institutions for repairs on major components and systems for the revenue vehicles are preferred. (This requirement applies to level A Technicians.) Master Mechanic certification is highly desirable.  Knowledge of the service area preferred
Transdev believes in the value of ASE certifications and includes this learning in the Technicians’ training program. We prefer that all A Technicians have at least two certifications. B and C Technicians are not required to have ASE certifications before hiring but are expected to work toward obtaining them after completing the probationary period.

Maintenance Staff Training
All Technicians and Utility Workers receive classroom, skills, and roadwork training. Separate maintenance training is performed by experienced maintenance specialists, equipment specialists, and subject-matter experts. It is conducted under the supervision of the Maintenance Manager. To the extent possible, Transdev participates in Train-the-Trainer

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

93 Programs offered by our vendors, clients, and state or federal agencies to enhance maintenance training.

Annual Technician Training Hours
Transdev’s Technicians receive a minimum of 40 training hours annually.

Technician Training
Transdev provides unmatched Technician training that leads to higher quality maintenance and repairs for the City of Monterey Park’s vehicles. A well-trained Technician performs quality repairs in a more efficient manner, resulting in a consistent maintenance approach, more reliable fleet, and reduced vehicle downtime.

Selection Process
Our Technicians must pass a thorough background screening. They are selected based on their background, skills set, and maintenance experience.

Skills Assessment
Our comprehensive online skills assessment allows Technicians and Managers to objectively evaluate baseline knowledge in specific areas. Each assessment measures technical competency to a detailed level of theory, application, and diagnostic ability in a number of technical areas.

All Technicians undergo a basic skills assessment to determine their individual skills and suitability for the City’s contract. Technicians complete a comprehensive online skills assessment to establish an objective knowledge baseline in specific areas. Each assessment measures technical competency to a detailed level of theory, application, and diagnostic ability across several technical areas.

Once onboarded, we use this pre-hire assessment to determine which areas the new Technician should focus on. We have also found this assessment to be an integral step towards improving a Technician’s specific skill set and achieving personal training goals.

Customized Training
Based on the assessment described above, Transdev uses our in-house and vendor provided training resources to prepare our Technicians to keep the City’s vehicles in top operating condition. Technician training combines hands-on training with online training to strengthen our maintenance team’s skill level.

Hands-On Training
After Technicians have completed their training, they perform hands-on training on-site. The Maintenance Manager observes new Technicians completing jobs, offering constructive feedback and instruction. Managers demonstrate specific skills and procedures and then watch the Technician perform corresponding procedures. This hands-on training ensures that all Technicians are demonstrating required skills in accordance with the City and with Transdev requirements and best practices.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

94 Manufacturer Training
Our Technicians also receive classroom instruction and on-the-job training provided by manufacturers and parts suppliers. We leverage our relationships with these vendors, who send trainers to our locations to improve our team’s skill set and ensure Technicians have up-to-date skills and maintenance knowledge specific to the different vehicle types we maintain.

Maintenance Personnel Training and Certification
Transdev ensures that all locations adhere to applicable regulatory requirements regarding certifications for Technicians. We record all training on the Transdev Maintenance Training Record Form.

ASE Certification and Blue Seal Recognition
The ASE Certification Program provides Technicians with nationally recognized professional credentials.

Transdev is fully committed to the ASE Certification Program and encourages all our Technicians, Parts Clerks, Parts Managers, and Maintenance Managers to achieve ASE Master Truck Technician certification. We provide financial incentives for doing so, which are described in detail in the Maintenance section of the proposal.

Transdev’s Maintenance Apprenticeship Program
The passenger transportation industry is preparing for significant changes over the next two decades, and we need skilled Technicians to maintain, diagnose, and repair our alternative fuel vehicle fleets.

In 2022, Transdev launched our Maintenance Apprenticeship Program at our Phoenix, AZ location. We partnered with the local Arizona Automotive Institute (AAI) to introduce a new generation of talent to the passenger transit industry. The program offers inclusive, attractive, attainable training, support, and opportunities.

The Maintenance Apprenticeship Program is geared toward high school students interested in working in vehicle
maintenance. It delivers classroom and hands-on training in diesel, zero emissions, and electric vehicle maintenance.

AAI provides apprentices with “early graduation
maintenance toolboxes,” so they have the tools they need for the new jobs while participating in the program. Transdev offers Apprentices part-time employment while still attending high school, and they will be offered full-time positions with Transdev when they complete the program and pass
certification testing. Apprenticeship opportunities are offered every six months and posted on Transdev’s and the
Department of Labor's career sites.

Transdev has implemented the program at our Dallas, Las Vegas, Fairfax, and Phoenix locations, and we plan to implement the Maintenance Apprenticeship Program across our larger U.S. operations. We are developing a separate, three-year maintenance training program, which has already been certified by the Department of Labor.

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Road Supervision Plan to Ensure Quality
Road Supervisors serve as quality assurance specialists for Transdev operations and will be in the field during all hours of operation.

Transdev’s Road Supervisors are responsible for maintaining the performance of street operations and will attend to all issues regarding routes, passengers, vehicles, and Operators.

Transdev’s Road Supervision plan will give Road Supervisors a complete reference guide to oversee Operators for each of the City’s services effectively. In addition to supporting Operators, Road Supervisors will spend time at transit centers and transit points, serving as approachable service ambassadors.

Road Supervisor Responsibilities
Road Supervisors report to the Safety and Training Manager and ensure that on-street service meets all City and passenger expectations. Specifically, they:
 Monitor and document daily service operations regarding safety and on-time performance and ensure Operators follow Transdev and the City’s rules and procedures.  Investigate passenger complaints in resolving ongoing issues on the street.  Serve as visible Ambassadors for the service, assisting passengers by answering questions and providing information.
 Oversee and assist Operators with accurate and thorough pre-trip inspections and assist in the yard during pull-out.
 Ensure on-time performance standards are met throughout the day.  Immediately coach and correct Operator performance that does not meet expectations or when safety issues are reported or identified.
 Respond to service problems, including rerouting, accidents, and incidents to restore service.
 Help Operators prepare accident reports.
 Inform senior managers regarding operational problems and coordinate efforts toward their resolution.
 Perform road checks, time checks, ride checks, uniform inspections, and conduct road observations.
 Investigate and respond to unsafe situation reports and make recommendations and/or changes to resolve the situation.
 Complete routine records and perform clerical work related to operations.

Proposal to Provide Local Fixed Route, On-Demand Flexible Transit, and/or Dial-A-Ride Transportation Services For the City of Monterey Park

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Regularly scheduled road observations and ride checks are used to monitor Operator performance and spot-check vehicles for cleanliness. The Road Supervisors, and Safety and Training Manager regularly conduct road observations to verify Operators are operating their vehicles safely and correctly and ensuring compliance with our high standards of safe driving.

Specific observed and evaluated items include speed and distance, passing procedures, fare handling, bus stop announcements, schedule adherence, passenger courtesy, and lane changes.

The very nature of the Operator’s job presents a challenge to developing a team orientation.

Operators are not part of a supportive office environment and are primarily responsible for ensuring safe, timely, and courteous service. In recognition of this, it is important that the Operator views the Road Supervisor as someone responsive to their needs – this can only happen through regular communication. Road Supervisors also play an essential role in promoting the service to our customers. They act as transit ambassadors for the delivery of transit services. They are expected to have a thorough knowledge of the services and to carry service information materials with them for distribution when needed.

Service Reliability
Operators’ Responsibilities
Operators are responsible for keeping service operating safely and on time. We identify and work with Operators who have performance issues and require retraining. On-time performance is a key performance metric; as such, it drives our operating procedures and processes. Many Operator activities must consistently occur daily to ensure on-time and optimal on-street operations. We motivate, encourage, manage, and hold our Operators accountable for the following:
 Operators must clock in on time. This is an essential objective to begin revenue service on time. If an Operator fails to show, an Extraboard Operator will be assigned to the route.  Fit for duty. The Dispatcher determines if the Operator is fit for duty, which means that the Operator must have the proper licensing, be in proper uniform, and be judged not to be under the influence of drugs or alcohol.
 Vehicles must leave the facility on time. To accomplish this, adequate time is provided for the assigned Operator or Extraboard Operator to obtain their supplies, check the latest bulletins, get to their vehicle, and properly pre-trip it prior to departing the facility. After departing the facility, accurate deadhead and relief allowances must have been developed to enable the Operator to reach their first stop on time safely. We work to make these times as accurate as possible.
 Operators must be familiar with assigned routing and detours. Supervisors work with the Dispatchers in the event of a late trip to determine the appropriate measures to resume on-time service.
 Transdev has zero tolerance for leaving timepoints or pick-up locations early. We work closely with Operators to ensure their understanding and commitment to the zero-tolerance policy.

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The purpose of the Extraboard is to provide for several Operators to be available to operate open blocks of work that arise for three primary reasons:
 Runs that become open because of scheduled and unscheduled absenteeism.

Scheduled absenteeism includes vacation, military leave, approved leaves, etc. Scheduled absences are assigned a replacement Operator before the day’s service to insure consistent coverage of the vacated run. The unscheduled category includes miss-outs, sick and on-the- job injuries, bereavement leave, and unexcused absences.  Operating problems that arise during the day and require an Extraboard Operator.

Examples include accidents, unusual traffic conditions, and unexpected detours.  Work assignments that have not been scheduled into either regular full-time or part-time runs.

Transdev sizes our Extraboard to reflect known and predictable absences and then increases it by enough Operators to cover anticipated unscheduled absenteeism and daily operating problems.

Road Call Management
Proper pre-trip inspection and preventive maintenance procedures reduce the occurrence of vehicle breakdowns. When in-service breakdowns occur, the Operator notifies the Dispatcher, who works with maintenance and field supervision. Road Supervisors update the Vision system to ensure that customer service staff is continually aware of the situation. Every effort is made to minimize passenger inconvenience by transferring passengers to nearby vehicles and/or dispatching a stand-by vehicle.

Quality Control
Service Monitoring
Transdev emphasizes
comprehensive service monitoring
and quality control to deliver an
exceptional passenger
experience. Local Managers and
Supervisors oversee daily
performance, address trends, and
take immediate corrective action
as needed. Supervisors also
support Operators during
incidents and ensure passengers’
needs are prioritized.

Quality Control Program
Our Quality Control (QC) Program integrates safety, operations, maintenance, training, customer satisfaction, and productivity.

Transdev delivers exceptional
service quality through robust,
data-driven monitoring, proactive
maintenance, and real-time
performance management to
ensure safe, reliable, and on-time
operations for the City.

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98 The Transdev Performance Team focuses on key areas of improvement, supported by advanced tools like Transdev Vision, WebRisk, and Lytx DriveCam. Transdev’s QC Program identifies performance levels and trends, ensuring continuous improvement through actionable insights.

Recognizing on-time performance as a top priority for passengers, Transdev addresses factors like traffic, vehicle breakdowns, and schedule accuracy. Supervisors and Dispatchers monitor adherence to schedules, provide training or support, and develop contingencies for delays. Managers identify and resolve performance challenges and implement solutions to improve reliability.

Monthly reports are a cornerstone of monitoring service quality. We provide detailed data on metrics such as on-time performance, passenger complaints, and maintenance. Reports are generated from automated systems, supplemented with manual entries when necessary, and shared with clients in their preferred format. These reports, along with trend analyses, guide corrective actions and ensure alignment with client goals.

Key Performance Indicators (KPIs) track performance trends and help Managers measure progress and implement improvements. Transdev’s Vision Dashboard aggregates data into actionable metrics, providing real-time transparency to both internal teams and clients. Monthly reviews ensure that issues are addressed promptly, and corrective actions are effective.

Transdev's Vision Dashboard
This proprietary suite of software tools is designed to enhance service monitoring and performance
management. It builds on the strengths of Automated
Vehicle Location (AVL) systems by providing
Dispatchers and Managers with comprehensive, real-
time insights into operational metrics such as on-time
performance, late pullouts, Operator breaks, and
vehicle availability. The dashboard aggregates key data points into an intuitive interface, allowing for efficient decision-making and immediate response to service
challenges. By tracking trends and performance
indicators, the Vision Dashboard empowers Transdev’s
teams to identify areas for improvement, implement
corrective actions, and maintain high service standards.

It also integrates seamlessly with other tools to
centralize data and optimize service delivery, ensuring transparency and accountability for both internal teams and client partners.

With a focus on transparency and collaboration, clients can access real-time performance metrics in the Vision
Dashboard through a web-based portal. Tailored reports
and open communication ensure that all aspects of
service quality align with client expectations and
operational goals.

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99 Maintenance Reports
Transdev will use the Octave Attune (formerly Hexagon) system to generate maintenance reports for the City. The system helps us improve the quality of maintenance services, enhance reliability, increase productivity, and minimize downtime. Octave Attune allows us to be as efficient as possible while maintaining a high standard for fleet repairs. It is described in detail in Section 7. Maintenance Plan.

Quality Control for On-Street Operations
Quality control of on-street operations is the responsibility of our Road Supervisors. Safe, reliable, timely services are accomplished by effectively managing supervisory resources, including resource deployment and performance management. Road calls are a form of passenger interruption that Transdev strives to reduce. There are several mitigation efforts to curtail road calls and service failures out in the field.  We follow our preventive maintenance program to ensure we service vehicles correctly at scheduled intervals.
 We use pre-and post-trip and daily service line inspections to identify and correct issues as Operators start or end their day.
 Lastly, we review vehicle health to resolve issues before they occur proactively.

Response to Road Calls
In the case of a deficient vehicle, we always attempt to act as quickly and safely as possible. A Road Supervisor is generally the first responder, and their mission is to manage the care and safety of the passengers. They are directed to go immediately to the scene of the breakdown. In the case of a deficient vehicle, we always attempt to act as quickly and safely as possible. In the event an unavoidable service interruption happens, our team performs the following tasks:
 When a road call occurs, the Operator will contact the Dispatcher, who immediately notify our Maintenance department of a vehicle failure. To quicken the response time, our Lead Technicians always have a portable radio with them.
 The Maintenance Manager or Supervisor on duty will decide how to handle the situation.

This eliminates the possibility of vehicle damage. The Maintenance Manager can send a Technician, request the Operator to drive the vehicle back or send a tow truck after the disabled vehicle. Transdev then updates the vehicle status board with the road call information for that vehicle.
 The Technician will make the mechanical call on equipment, and the Dispatcher will make the passenger call. Transdev directs a replacement bus to the location if the vehicle cannot continue.
 To limit any inconvenience to the passengers, every effort is made to detour another bus to arrive at the location as quickly as possible. A Road Supervisor will be sent to any down bus to facilitate the safe transfer of passengers.
 When the vehicle is returned to our facility, the Maintenance Department checks and repairs the vehicle and completes the road call report, which is turned into the Maintenance Manager.

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During regular meetings between the Operations and Maintenance departments, information about road calls is discussed to implement a common action plan to eliminate repetitive road calls. Monthly employee meetings reinforce these procedures.

6.G Safety Program
At Transdev, safety is at the heart of everything we do. Our safety program has the following four pillars.

Training
Robust, high-quality, and comprehensive training helps empower our employees to do their best to deliver strong safety performance.

Reinforcement
Consistent and frequent communication and sharing of best practices are essential elements of our safety culture. They are a vital part of our daily operational practices and mindset.

Recognition
Regularly recognizing and celebrating our safety accomplishments is part of our values and culture.

Improvement
We are committed to continuous improvement and enhancing employee engagement in safety.

Our Safety Policies and Procedures Manual provides the foundation of our safety program. We work diligently to create a safety culture by investing significant resources in training, employee development, and incentive programs, adhering to annual safety audit schedules, and complying with requirements and updates regulated by the FTA and FMCSA.

Transdev is committed to these three right steps to provide safe operations:
 Right Focus – Safety requires daily attention and systematic processes, and we maintain a strong safety presence throughout our facilities.
 Right Response – When incidents or accidents happen, we have detailed protocols for responding, investigating, reporting, and analyzing the incident.  Right Preparedness – We have plans to deal with emergencies and a training program that ensures all employees are prepared for emergencies.

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Safety Standards
Our safety program is designed to establish, monitor, and continuously improve safe operating practices across our workforce while ensuring a high standard of customer service. All Operators are required to meet clearly defined safety performance expectations, as outlined in contract requirement, the Employee Handbook, and Transdev’s goals, policies, and procedures.

The importance of achieving and exceeding safety standards is reinforced through regular training, refresher courses, and coaching. Our program emphasizes proactive risk mitigation, adherence to established operating procedures, and accountability for safe behavior. Safety performance is measured using structured Key Performance Indicators (KPIs) as defined by the City, including accident frequency, preventable versus non-preventable incidents, and compliance with operational protocols.

Further, for reporting and consistency, Transdev applies the Federal Transit Administration’s National Transit Database (NTD) definition of an accident - the strictest standard - to ensure accuracy and transparency. Preventable incidents are closely tracked and analyzed to identify trends and inform targeted corrective actions, while non-preventable incidents are also reviewed to support continuous learning. This data-driven approach, combined with supervisory ride checks, incident reviews, and ongoing performance evaluations, ensures that safety standards are consistently upheld and that both Operators and passengers are protected at all times.

Right Focus – Maintaining a Safety Presence
Fostering a safe environment requires vigilance and attention – 365 days a year, 24 hours a day. From the beginning, we have prioritized safety and adopted the mindset that it is a continual process of training, reminding, and following many times a day in multiple ways. Our commitment to building a strong safety presence in every facility and among every group of Transdev employees sets us apart in the industry.

We emphasize safety to our employees in the following three ways:

1. Facility- and Policy-focused Safety – Safety begins on the first day of the job and is a constant thread running through training, communication, and employment
policies.

2. Safety Incentive Programs – We have developed
several programs that reward employees for safe
behavior.

3. Safety Technology Solutions – Transdev’s safety
technology solutions leverage onboard systems, real-
time data integration and alerts, and user-friendly
dashboards to protect passengers, Operators, your fleet and equipment, and other travelers with whom we share
our streets.

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Facility and Policy Focused Safety
Safety Reminders
We keep visible safety reminders throughout all Transdev facilities, using every opportunity to push safety to top-of-mind for all employees. Some of our initiatives include:

Messaging –
We spread the message of safety verbally and in writing across various mediums:
 Dispatchers make safety announcements several times each day.  We print safety messages on floor mats, posters, flyers, and notices.  We post news articles on bulletin boards.
 We maintain a safety communication board.
 We have a cloud-based digital messaging system at each location that can be updated hourly. This large LED display shows corporate safety messages and information on specific, location-based campaigns to improve safety.

Visuals
 Our visual reminders of safety are easy to spot and include photographs, accident trend maps, safety slogans, and Perfect Safety Day counters.

Physical Reminders and Policies
We keep our spaces safe by:
 Incorporating highly visible stripes and safety chains for potentially unsafe areas  Requiring PPE in designated safety areas or whenever performing safety-sensitive work  Using safety cones to mark off dangerous areas and/or using a spotter whenever backing or maneuvering in tight locations
 Prohibiting the use of personal electronic devices. We require employees to store their personal phones in the off position in their locker or grip. Transdev has a zero-tolerance policy for employees using cell phones while driving.

Mandatory Safety Meetings
To keep safety at the forefront of employees’
minds during their workdays, we hold regular
safety meetings to discuss safety concerns and
address specific issues. Our safety meetings are:
 Mandatory for all employees, including
Managers
 Short, focused, and agenda-driven
 Focused on sharpening two-way
communication with employees
 Educational, explaining new safety initiatives
and fostering safety discussions

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 Ideal for handing out safety awards that recognize employees who are exemplary in their safety practices
Mirror Check Stations
There are as many as 12 blind spots on a bus, and the best way to eliminate them is to correctly adjust the vehicle’s mirrors. We have mirror check stations in every Transdev facility, making it easy for Operators to check their mirrors daily. They use set reference points to line up their mirrors correctly before pulling out.

Hot Spot Maps
Operators must know the danger spots and be prepared to slow down and react to them safely.

We use Lytx DriveCam data to produce digital hot spot maps identifying road hazards, construction, low canopies, and most dangerous intersections. We post photos of these areas to help Operators prepare for them and reduce accidents. Transdev also uses Lytx DriveCam data to show problem-driving trends and teach Operators to change their actions, such as following too closely or hitting construction barrels.

Safety Incentive Programs
Transdev takes a creative approach to improving safety and looks for inventive methods to keep employees engaged and focused on safety. We have created several safety incentive programs to increase awareness and decrease unsafe behavior.

The Perfect Safety Day Initiative
Transdev’s Perfect Safety Day Initiative focuses on building upon daily achievements and increasing ownership of the safety program. The definition of a Perfect Safety Day and our daily goal is:
 Zero preventable motor vehicle accidents
 Zero passenger/pedestrian injuries requiring transport to a hospital  Zero OSHA-recordable employee injuries
Focusing on successes, our local Safety and Training Manager encourages, equips, and empowers each employee to achieve the Perfect Safety Day actively. We track Perfect Safety Days on a scorecard at each location operation to build on successes. This program instills a new way of thinking. Every day is a fresh start, and every action and communication is an opportunity to improve over the previous day. When we achieve these goals, we celebrate our successes.

Years of Safe Driving Program
Transdev created the Years of Safe Driving recognition program to honor Operators who have a full year without an accident or injury. For every year of driving without a preventable safety incident, Operators receive a pin and an accompanying certificate, and they are honored at quarterly safety meetings or semi-annual team meetings. The program shows appreciation to our Operators, celebrates their commitment to safety, and supports our Perfect Safety Day Initiative.

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Safety Blitz Program – 24 Hours Devoted to Safety
Our regional and corporate safety managers developed the Safety Blitz program to address safety-related trends and challenges in underperforming locations. The Safety Blitz is a 24-hour, all-out safety onslaught. From the first trip out of the yard to the last, local, regional, and corporate safety team members coach, encourage, and motivate Operators to
focus on safety.

We theme our Safety Blitzes, such as “Stop in the Name of SAFETY”. This makes it fun for employees and reminds
them of their role in keeping the roads safe. Locations serve food, play games, and offer prizes. Safety Blitzes are high energy. They get employees talking to one another, foster a sense of competitiveness, and most importantly, they work.

We track performance pre- and post-Blitz, and safety
improves following Blitzes.

Safety Basics
In addition to our monthly safety meetings and safety blitzes, we provide safety basics messaging and posters to all locations each month. Topics are specific and relevant to the current month. Examples include improving pedestrian safety during the holidays, keeping two hands on the wheel, and maintaining a safe following distance. 300:29:1
American engineer William Heinrich created the 300:29:1 theory to demonstrate the relationship between unsafe behavior patterns, like backing without looking, and accidents. Developed in 1931, this principle focuses on eliminating minor unsafe acts to prevent small accidents that could lead to major accidents. We educate employees to focus on every action because even trivial acts can accumulate and cause accidents. Transdev teaches our employees to identify the smallest unsafe acts, such as occasionally following too close, using signals a moment too late, and taking a turn too quickly. Our employees identify these acts and correct them to prevent accidents.

Zero Tolerance Policy – Cell Phones and Other Electronic Devices Transdev prohibits cell phones and other communication devices, such as Nextel devices, iPads, electronic tablets, pagers, and text messaging devices, with or without hands-free capability when operating a company or client vehicle. Failure to comply with this policy is cause for discipline up to and including termination of employment.

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Safety Technology Solutions
Lytx DriveCam
During the next contract term, we will upgrade our Lytx DriveCam onboard systems to the SF400 platform and install it on the DAR and microtransit vehicles. The Lytx SF400 enhances fleet safety through advanced AI and machine-vision technology that identifies unsafe driving behaviors such as rolling stops, lane departures, following-distance violations, and distracted driving, while providing real-time in-cab alerts that allow Operators to immediately correct unsafe actions. The system also captures higher-resolution, wide-angle video through upgraded cameras and sensors and integrates GPS, 4G connectivity, Wi-Fi, and vehicle data to improve operational visibility. In addition, the SF400 supports continuous recording and live video streaming for real-time monitoring and incident review.

The table below shows the features of SF400 compared with SF300.

Feature SF300 SF400
MV+AI Road-
View Events
Limited – Rolling Stop, Following
Distance, Critical Distance, Lane
Departure
Expanded – Rolling Stop, Following
Distance, Critical Distance, Lane
Departure, Red Light Detection
MV+AI Inside-
View Events
Limited Expanded – Cell Phone Use, Food &
Drink, General Distraction, Driver
Smoking
Audio Alerts Yes Expanded
Camera
Hardware
Specs
1280 × 720 1920 × 1080
Internal
Storage
128 GB 256 GB
Video Storage
Total
Up to 200 hours between internal and
external cameras
Up to 400 hours between internal and
external cameras
Lytx DriveCam Data
Transdev uses video clips and performance data to build comprehensive Operator profiles and review this information with Operators to improve their driving. We decrease the frequency and severity of collisions and related injuries by modifying inconsistent driving behavior and highlighting bad habits. Recordings provide unbiased evidence to determine fault and expose fraudulent insurance claims, reducing claims and litigation costs.

Q-Time Report
Transdev’s Q-Time Report was created to analyze the Operator vehicle inspection process. The report combines the ADP eTime system punch data with Geotab AVL data to provide insight into pre-trip and post-trip Operator processes. Data from Q-Time reports allow us to increase efficiency by streamlining steps within the process while ensuring consistency and quality.

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Transdev operations facilities are geofenced in
the Geotab system to record when vehicles enter
and leave. Operators also record the beginning
and end of their pre-trip and post-trip inspections.

When combined with punches from the
timekeeping system, Transdev’s management
teams can better understand what is happening
before pullout and after Operators return to the
yard. Managers can call up data points for an
individual Operator on a specific day or observe
averages across multiple months.

We use the data to support our Lean processes
and continuous improvements. Regional
management analyzes operational and employee
performance data to determine what projects and
tasks should be addressed to eliminate waste
and return value.

Transdev is implementing the Q-Time Report at
our locations nationwide, and our local
management teams recognize the value it brings
to their operations.

Geotab Pro Plus
Transdev is pleased to provide the highest level of Geotab technology available for the City’s fleet for advanced AVL and monitoring capabilities.

Geotab is an industry leader in fleet telematics devices, with over 1.3 million devices in operation and three billion data points collected daily.

This rugged device is highly reliable, cost-effective, and highly versatile.

Geotab is much more than Automatic Vehicle Location (AVL) technology. It offers advanced GPS technology, g-force monitoring, engine health, and battery charge levels. All Geotab reports offer real-time notifications, and Transdev uses the data to power our Lean initiatives and Q-Time reporting capabilities.

Key Benefits and Features
Geotab’s GPS vehicle tracking and telematics start recording as soon as the vehicle is in motion, even if the vehicle is parked indoors or underground.

Because of its speed, accuracy, and cost-effectiveness, we can use this device to do:
 See real-time vehicle positions with a five-second refresh rate  Support dispatch systems
 Drive mobile applications and websites for passengers  Provide alerts on electric bus battery charge levels
 Communicate diagnostic information

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Integration and Customization
Transdev is increasing our integrations between Geotab and Lytx DriveCam and has completed three successful integrations.
 Single Sign On: Operators can access the Lytx website through Geotab – no need to switch systems or remember multiple passwords.
 Lytx Video Browsing: In Geotab, screenshots or live video from the camera may be viewed anytime during an Operator’s day.
 Automatic Drive Event Assignment: Lytx pulls the Operator to vehicle assignment from Geotab and automatically assigns the Operator to any events created from that vehicle. This can save hours per day as an employee would typically have to assign each event to an Operator manually.

WebRisk Safety Technology and Trend Analysis
Transdev uses a nationwide shared database called WebRisk, which includes all safety- sensitive employees nationwide, along with every type of license and permit with an expiration date, including commercial Operator’s license dates, DOT physical dates, dates for the Operator’s annual road evaluation, annual motor vehicle records checks, and more. WebRisk also allows all our locations to record all accident and injury data following prescribed procedures.

Safety Analytics – the Insights Platform

Transdev uses Microsoft’s Power BI to track, manage, and prevent safety-related incidents. We ensure safety reporting requirements are met with monthly, weekly, and daily reports to pinpoint areas for review, such as identifying Operators who have repeated accidents and evaluating risks. Our Insights Platform is a powerful tool for understanding system safety trends and employee progress.

Transdev’s Data Services and Analytics team creates visual data analytics to share critical information about accidents and incidents, including location, time of day, day of week, employee identification, seniority of the employee, the root cause of the accident, the number of safety incidents the employee has been involved in, etc.

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Power BI dashboardshelp us review daily service issues and quickly identify trends. Using this data, we develop action plans to prevent future incidents.

Using real-time Safety Dashboards with geographic locations, Transdev views alerts on coachable events, safety incidents, and daily trends to pinpoint our most significant issues.

Through the Insights product, we track our overall safety performance and drill down to capture detailed information regarding each accident or incident and ensure we operate as safely as possible.

Right Response – Managing Accidents and Incidents
As an organization committed to safety, we aim to prevent accidents from happening in the first place. But when they do happen, we have protocols that help us handle them correctly. Above all, we want to make sure that everyone involved stays safe and, if anyone is injured, that they get the medical attention they need. We also want to minimize inconvenience for passengers.

From beginning to end, we manage accidents and incidents thoughtfully and thoroughly, focusing on four things:
 Responding quickly and appropriately
 Investigating to learn what happened, which includes accurate documentation  Reporting the details to everyone who needs to know
 Analyzing if the accident was preventable and if retraining is necessary Each team member has distinct responsibilities when an accident or incident happens. The Operations, Safety, and Maintenance Departments work together to coordinate our response with the City and emergency personnel and minimize passenger disruption.

Operator Responsibilities
 In the event of an accident or incident, the Operator will stop the vehicle and notify Dispatch immediately. They do this if the vehicle collides or comes into contact with any type of object or pedestrian, no matter how slight or minor the accident, and whether or not damage occurs.
 Managers are issued a Critical Incident Protocol card that defines a critical incident and provides information on the required protocols and telephone contact information.  Operators must remain at the scene of an accident and may not move the vehicle until released by the proper authority. Operators take action to keep passengers and other involved parties protected from further injury.
 Operators involved in an FTA-reportable accident must undergo post-accident drug and alcohol testing, as appropriate.

Dispatcher Responsibilities
 Dispatch staff will determine the accident's severity and notify the appropriate emergency, fire, and police authorities.

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 Dispatch staff will notify the appropriate management or supervisory personnel. Depending on the severity, the Safety and Training Manager and/or Project Manager may also respond.  Dispatchers will track the progress of Transdev’s accident response and communicate to first responders as necessary.

Transdev Responder Responsibilities
The Road Supervisor and appropriate individuals travel to the scene and conduct a thorough accident investigation, which includes:
 Speaking to passengers and recording their statement
 Taking photos of the scene
 Interviewing witnesses and the Operator
 Talking to law enforcement officials
 Relaying information back to the local Managers
City of Monterey Park Notification
In the event of a major accident and/or one involving injuries, we notify the City as required and provide all the details we know. We provide updates as we learn more details and take appropriate actions. We report any incidents of misconduct to the City in writing within the required timeframe. If the incident involves an injury or accident, we provide a written report on the day of the incident.

Accident Report
The Road Supervisor will complete a thorough Vehicle Accident Report, which will:
 Include the necessary forms, photographs, and statements, which will be uploaded into our shared safety database
WebRisk
 Be completed and submitted in the timeframe required
 Include comprehensive information about the accident and Operator involved, other vehicle(s), passenger conditions, and witnesses to the accident
Root Cause Determination and Post-Accident Training
Our Safety and Training Manager conducts a thorough investigation to determine the root cause of the accident. During this analysis, the Manager reviews camera clips, rereads interviews with law enforcement officials, passengers, and the Operator, and creates a mitigation plan. We provide post-accident training to employees involved in a preventable accident, tailoring the training to address the root cause of the accident. Employees must complete post-accident training before returning to driving duties.

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Right Preparedness – Managing Emergencies
Our goal is to deal with any emergency promptly, professionally, and competently. Transdev has several plans in place to help us manage emergencies.

Security and Emergency Response Plans
Security Plan
Transdev strives for continuous improvement in emergency and incident preparedness and response. This only works if each transit employee has the right security awareness, behavioral awareness, surveillance, response procedures, and self-protection training.

We verify that employees have received training, including NTI Transit Workplace Safety and Security and Terrorist Activity Recognition and Reaction training programs. We will also coordinate with the City to participate in scheduled exercises and drills with local public safety organizations.

Emergency Response Plans
Transdev will maintain a comprehensive System Security and Emergency Preparedness Program Plan for the operation. Following the FTA’s guidelines, this information is considered highly safety sensitive and can be provided to the City upon request.

The Dispatcher has immediate responsibility for managing emergency responses. They will contact the appropriate emergency response agency and manage the incident via landline or the radio. The radio will be closed to all other traffic if there is a serious on-street incident.

We will establish an internal notification tree, which our Dispatchers will use to notify appropriate parties, depending on the severity of the emergency.

Our Emergency Preparedness Program Plan classifies incidents involving transit service operations as level one, two, or three – the higher the level, the more serious. The level of the incident determines which person to contact. We will initiate notifications by radio dispatch as soon as the Dispatcher gives the green light.

Emergency Preparedness Training
We take emergency preparedness training seriously – in how we deliver it, document it, and even in who is qualified to teach it. We provide several levels of training around emergencies:
 New Hire Training – All new hire employees receive the FTA/NTI System Security Awareness for Transit Employees.
 Refresher Training – The subject matter for this annual security training for operations and maintenance employees is based on security information we gather throughout the year related to equipment, procedures, and information received from the FTA’s Office of Security and Emergency Management.
 Security Training – The Safety and Training Manager ensures that all transit employees and supervisors perform their jobs safely and securely following policies and procedures. o We document security training in employment files for review by Supervisors or Managers.

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o Directors, Managers, Road Supervisors, and employees attend safety and other required training to ensure safe work performance.

System Security Awareness
We coach employees that the first step to responding to an incident/breach is observing it. What you do next has a major impact on the outcome of an incident/breach. All Transdev transportation employees receive training in System Security Awareness for Transit Employees, as developed by the NTI.

Emergency Exercise Simulations
As part of our commitment to continuous improvement in emergency and incident preparedness, at the City’s request, we can participate in exercises or drills with local public safety organizations. These drills help us:
 Review current plans and policies
 Identify current security and emergency considerations  Develop additional procedures (if necessary)
 Establish and maintain ongoing inter-agency communications Cybersecurity
In today’s interconnected and digitalized world, safeguarding client and operational data is more critical than ever. Cybersecurity and data privacy are paramount to the Transdev Cybersecurity program. Cybersecurity threats evolve in complexity, posing significant risks to businesses and governmental entities. Recognizing these challenges, Transdev has established a comprehensive cybersecurity program dedicated to protecting client information and ensuring the resilience of our operational systems. Our strategic investments in cutting-edge technologies underscore this commitment, adherence to globally recognized standards, working with transportation industry departments at various levels, including regulatory, federal, state, and contractual compliance, collaborating with experts, and a proactive approach to threat mitigation.

Our cybersecurity framework prioritizes data confidentiality, integrity, and availability, aligning with industry best practices such as the NIST Cybersecurity Framework (CSF) and SOC 2, HIPAA compliance standards. By implementing robust policies, advanced technologies, and continuous monitoring, Transdev delivers a secure foundation that enables uninterrupted service while protecting against potential vulnerabilities and cyber threats. Furthermore, our dedicated Cybersecurity Team collaborates with Corporate Group headquartered in France, complying with GDPR and NIS2 standards and trusted advisory partners to remain agile and responsive in an ever-changing threat landscape.

Transdev consistently demonstrates a strong commitment to cybersecurity excellence, achieving an outstanding security score of 800 out of 820. This significantly surpasses the transportation industry average of 730, highlighting Transdev’s proactive approach to cyber risk management and digital resilience. This exceptional performance reflects our unwavering commitment to upholding industry-leading security standards across all operations— safeguarding client data, ensuring uninterrupted service, and reinforcing public trust.

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6.H Workforce Management Plan
Transdev’s Workforce Management Plan, which establishes the framework for effectively managing personnel, ensuring operational consistency, and maintaining high standards of performance across all activities, has several key components. These include our proprietary workforce management app, MobiMe, as well as several key structures to support employee performance and compliance with requirements. These tools coordinate workforce efforts, monitor productivity, and support high-quality service delivery.

Transdev’s internal policies and procedures guide employee conduct and workplace expectations, including codes of conduct, professional standards, dress code requirements, and progressive discipline practices. These policies are formally documented in the Employee Handbook, which serves as the primary reference for personnel guidelines. A copy of the handbook is included in the Appendix.

Written Standards of Conduct and Required Performance
Transdev complies with all rules, policies, and requirements set forth in the contract as well as Transdev’s internal policies. The very nature of our business, serving the public, requires us to act with the utmost integrity. When an employee is subject to discipline, the employee’s total work record, including all violations, is reviewed before determining any penalty. However, there are certain forms of conduct and violations of Transdev policy that may be considered as serious misconduct and may result in a discharge for a first occurrence, regardless of the employee’s previous work record. Safety violations under Transdev policies follow outlined discipline rules when applicable; serious safety incidents, when deemed preventable, may result in higher discipline including discharge.

Employee Handbook
Transdev’s Employee Handbook contains descriptions of offenses particular to our Operators and safety-sensitive employees, along with a comprehensive list of unacceptable employee behaviors. The following is a partial list of conduct violations that may be cause for discharge after a first offense:
 Violation of Transdev’s drug and alcohol policy
 Falsification of employment application or other Transdev document  Dishonesty or stealing from Transdev, coworkers, or the City of Monterey Park  Misuse of Transdev’s computer resources, including email, internet, and unauthorized or improper access or use of Transdev data or software
 Immoral, illegal, or indecent conduct that could or does reflect on Transdev  Unauthorized use of a Transdev or City vehicle
 Harassment or inappropriate conduct in the workplace
 Fighting or other acts of violence while on duty, on Transdev or the City’s property, or while in uniform
 Possession of weapons or explosives on Transdev or the City’s property  Insubordination, failure to follow instructions, or defiance of instructions

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 Failure to immediately report a Transdev or City vehicle collision  Failure to report any charge, arrest, indictment, incarceration, or conviction for any felony or misdemeanor, or any sexually related offense
 Smoking in dangerous, non-smoking areas such as fueling areas An employee with knowledge of any actions prohibited by Transdev’s policies or guidelines should report that activity immediately to his or her manager, any Transdev manager, the Ethics and Compliance Hotline, or by email. Suspected violations may be reported on a confidential basis.

We will not retaliate against or impose any other form of retribution on any employee because of his or her good faith reporting of another person’s suspected violation of Transdev or City policies or guidelines. Any suspected violation of Transdev or City policies or guidelines will be reviewed by Transdev and the City, and, if appropriate, law enforcement authorities will be notified.

Employee Probationary Period
New hires, upon first day of training, are subject to a 90-day probationary period, during which they are closely observed, receive regular check-ins from supervisors or management, and complete any required training and skills evaluations not yet completed. A Behind-the-Wheel Trainer meets with probationary Operators for 30/60/90-day evaluations and documents any findings, which are then reported to the Safety and Training Manager who schedules a follow-up with the Operator for refresher training. This process ensures continuous monitoring of Operator performance and allows for a structured and timely framework to address areas needing improvement.

MobiMe Employee App
One of the most effective ways to improve an employee’s quality of life is by improving their work schedule. Transdev’s MobiMe technology helps our frontline employees manage their work activities using an easy-to-navigate mobile device app. MobiMe reduces the negative impact on service resulting from Operator shortages by facilitating instant communication between employees and Supervisors and sending automated system updates and informational alerts.

MobiMe features include:
 Push notifications – Dispatchers issue push notifications to alert employees of shift start times and shift changes the night before service.
 My Messages – Allows multiple types of messages requiring confirmation. Messages remain on the page until the employee indicates they have read them. Messages are also displayed for the employee’s supervisor.
 Schedules and Counters – Displays the employee’s balances for accrued sick and vacation time and a history of time used.

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 Absence Request – Allows employees to submit absence requests using sick or vacation time. MobiMe displays the balance for the employee to review before submitting the request. Supervisors are immediately sent an email alert when an employee absence request has been submitted.
 Extra Work Volunteering – Allows employees to select the days they are available to work additional shifts.
 Swap Request – Processes and verifies requests to swap shifts.  Local Management – Allows local management to share information with their staff. o Document Library: Provides access to documents and training materials. o Local News: Provides the ability to publish local news articles, including photos and links.
o Survey: Provides the ability to push a survey out to staff.

Dress Code and Appearance Standards
Transdev employees are required to present a neat, professional appearance and wear proper uniforms while on duty, including on weekends and holidays. We provide uniforms approved by the City.

Dispatchers check each Operator’s appearance before they are allowed to operate in revenue service. Operators must meet professional standards for personal appearance and hygiene while on duty, during training, and operating City equipment. Operators wear DOT-approved reflective safety vests except while performing administrative duties in the office or during in- classroom training.

Employee Support and Discipline Practices
Transdev achieves continual improvement of Operator performance through thorough training programs, honest feedback, and employee accountability. We consider it extremely important to spend additional time with an employee who is having difficulty in delivering our standards of performance. Performance concerns may include absenteeism, late check-in, not meeting on- time performance requirements, passenger complaints, or safety concerns.

When we observe these issues, our supervisors and managers spend time with the employee to determine the cause. We jointly develop an action plan with the employee to help them improve once we understand what is behind the performance issue. If retraining is necessary, the Operator is retrained in whatever areas are deemed necessary, with follow-up observation to ensure the problem does not reoccur.

Our road supervision efforts are very important to supporting our Operators. We provide Operator feedback on their performance to help them understand how they are doing relative to City of Monterey Park and Transdev expectations. Our Road Supervisors understand the issues our Operator face and offer solutions to tough situations. While it is our goal to help every employee improve, there are occasions when progressive discipline is necessary to ensure accountability and clearly document performance expectations.

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Progressive Discipline and Termination Policies
Transdev’s Employee Handbook provides all employees with our progressive discipline and termination policies if they are not covered by a Collective Bargaining Agreement. Employees are made aware of these policies during initial training. All employees are provided with the Employee Handbook and expected to meet our standards of conduct, performance standards, and to conduct themselves in a professional manner. The handbook addresses unacceptable behavior, poor performance, and violations of Transdev’s policies, practices or procedures. The general discipline progression is typically as follows but may vary depending on the severity of the infraction.

Transdev typically takes a progressive approach to discipline but reserves the right to decide what disciplinary action is appropriate. Serious infractions may result in more severe discipline, without following progressive discipline. Our Director of Human Resources reviews all termination decisions to ensure compliance with applicable policies, applicable collective bargaining agreements, and consistency in application.

Employee File Quality Assurance
Upon hiring, our local team performs thorough quality assurance checks to ensure all hiring requirements have been met before the employee is placed on duty. This is accomplished through building the employee file, confirming required items are completed, and then conducting a spot check for any missed items. Once all checks are complete and it has been confirmed that all hiring requirements are met, the manager signs off on the hire. We also complete a "return to work" checklist following the same process, ensuring the employee has all applicable paperwork and required training completed upon their return.

6.I Scheduling and Dispatching
Reservations, Scheduling, and Dispatch
Transdev will process trip requests and enter them into the Spare scheduling software. Our corporate support team is adept in adjusting parameters and other key settings in software systems to maximize DAR and microtransit service efficiency.

Verbal WarningManagement will document and discuss the issue with the employee.Written WarningEmployee will receive a thorough written warning and future expectations are made clear. The warrning is kept in the employee's file. SuspensionEmployee is immediately discharged from service for up to five days. Meeting with management takes place and documentation is kept in the employee's file. TerminationEmployee is terminated and immediately removed from service.

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Reservations
One of our most important responsibilities as the City’s MPK Transit Express microtransit and Dial-A-Ride services provider will be efficient and professional handling of trip requests. We will train our Dispatchers to treat all callers respectfully by speaking clearly and being patient. They will use a call script created by Transdev and approved by the City.

Transdev will accept trip requests during the hours of operations as specified in the RFP , except City-approved holidays. Dispatchers will enter all required trip data into the Spare software, including information such as pick-up and drop-off addresses; the desired date and time for service; the number of passengers; whether the passenger will be using a mobility device or traveling with a service animal; and any other special instructions the Operator might need to know. The scheduling software will suggest a time within the negotiation window, and Dispatchers will book the trip. They will repeat all information back to the caller to confirm accuracy.

Transdev will negotiate a scheduled pick-up time in accordance with the RFP. We make every effort to accommodate passengers and schedule a pick-up time as close as possible to their request.

Genesys Phone System and Call Recording Software
Transdev will use the Genesys PureConnect cloud-based phone system to make, receive, track, route, and record calls. PureConnect is a customizable and scalable voice-over IP solution with enhanced features like call and screen recording for incoming and outgoing calls, performance monitoring, and programmed messaging. It houses the integrated interactive voice response (IVR), automatic call distributor (ACD), auto-dialer, and workforce engagement management systems. Transdev’s local managers will configure settings in the software without support from our Information Technology Department or the vendor. This technology provides a broad scope of capabilities, including:

Feature Genesys PureConnect Automated Phone System
Omnichannel
Routing
Customer interactions, including voice calls, voicemails, chats, faxes, texts, and emails, are routed correctly to the most appropriate Dispatcher.

Self-Service Callers can perform a variety of self-service functions using their telephones’ touch tones or spoken phrases. Speech recognition is built in.

Workforce
Engagement
Management
(WEM)
A wide variety of workforce management (WEM) capabilities are built-in, including multichannel recording, quality management, customer feedback, speech analytics, real-time dashboards, and historical reporting.

Real-Time Speech
Analytics
Voice interactions are recorded and analyzed in real-time. Keywords are identified and scored, and scores are aggregated and displayed. Keywords are bookmarked in recordings to help with evaluations. Powerful analytics and data visualizations, including pre-built dashboards, are also available for faster access to valuable insights.

Real-Time
Monitoring
Supervisors can listen to a Dispatcher’s call, “whisper” in their ear for coaching, take over the call, initiate a recording, and so on. Configurable thresholds alert Supervisors when action is needed. Historical and predictive agent scoring is provided.

Reporting and
Analytics
Every event associated with a processed interaction (call, fax, voicemail, etc.) is logged for a complete view of what happened from beginning to end. A

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Feature Genesys PureConnect Automated Phone System
graphical report viewer lets managers easily create real-time or historical ad- hoc reports. Standard or custom reports may be created automatically daily, weekly, or monthly.

Auto-Attendant Configure auto attendant to automatically answer calls, prompt callers to make menu choices, and route calls efficiently. Once callers select an option, the auto-attendant plays pre-recorded prompts, offers a submenu, searches an employee directory, transfers calls, sends or receives faxes, and provides access to voicemail and more.

Faxing Receive, view, or send faxes; received faxes are sent as email attachments.

Voicemail Open voicemail messages as attachments in emails or listen to them from Certifications an optional voicemail view in the interface or telephone. Listen to someone leaving a message; pick up a call as someone leaves a message; and transfer calls to voicemail.

Genesys will accurately track all call-traffic data,
including incoming and outgoing calls, callers’
requested queues, hold times, and abandoned calls.

The system aggregates this information into daily,
weekly, monthly, quarterly, and annual data sets for
simplified reporting. With this tool, the City can review call data information online anytime.

Dispatch Plan
Our Dispatchers constantly monitor and react to service on the street to provide excellent customer service and maintain key performance standards. Using Spare, our Dispatchers will manage schedule exceptions and quickly identify and resolve issues. Dispatchers handle same- day changes to the schedule that the scheduling software does not do automatically. They manage exceptions to the schedule, such as vehicle breakdowns, passenger issues, and unexpected traffic.

Our Dispatchers perform the following tasks:
 Check Operators in and out at the beginning and end of runs  Ensure Operators are fit for duty when they report to work  Ensure Operators pull out and arrive at their first pick-up on time and monitor their performance throughout the day
 Communicate trip cancellations and road hazards to Operators and provide directions when needed
 Assist Operators who cannot locate a passenger upon arrival  Authorize no-shows if a passenger does not board within the pick-up window  Assist Operators in the event of an in-service mechanical failure, accident, incident, or other issue
 Notify appropriate first responders and Transdev personnel in the event of a serious accident or incident

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 Prepare required paperwork, electronic logs, and reports Making Trip Reassignments
Transdev’s goal is to provide and operate service schedules that are productive and realistic.

However, circumstances change, and our Dispatchers make trip reassignments when necessary. Our goal is to only reassign trips in the following cases:
 An Operator/vehicle cannot complete their trip, including Operator or passenger injury or illness, passenger issues, accidents, incidents, stopped traffic, etc.  A route is running late or is expected to run late.
o Dispatchers will monitor route statuses and move trips as needed to maintain on-time performance. Transdev’s goal is to move trips with enough time that the passenger is never impacted but not so early that routes are revised unnecessarily. This is a balancing act, but as Transdev becomes more experienced with same-day trip cancellations and no-show patterns in your region, our Dispatchers will forecast when apparent lateness represents a threat to system performance.  A trip near the beginning or end of a route is canceled. o If a trip near the beginning or end of a manifest is canceled, Dispatchers check the trips that are scheduled to occur between the canceled trip and the end of the route to determine whether reassigning those trips would increase productivity. If Transdev can eliminate unproductive service hours at the beginning or end of a route by moving one or two trips, we will do so to reduce the overall cost of service.

Maintaining On-Time Performance
The key to maintaining the highest possible on-time performance is to adjust the back- end settings in the scheduling software properly and continually monitor the software as trip dynamics change throughout the day. We create efficient schedules using the following methods:
 Get the system speed right – Traffic congestion, long trip distances, and geographic boundaries, such as freeways, make it essential to correctly set system speeds in the scheduling software. If speeds are set too slow, service productivity suffers, and trips tend to run early. If speeds are set too fast, on-time performance suffers.  Build a strong schedule template – A good schedule template properly aligns service supply with trip demand by time and day of the week. By aligning the number of vehicles with the expected demand, we eliminate capacity issues to maintain on-time performance and increase system productivity. We add projected deadhead time between the first pick-up and last drop-off and add time for pre- and post-trip inspections to create Operator work assignments.
 Assign trips correctly – If scheduling software speed parameters are set correctly and the schedule template is good, staff can trust that the software will correctly schedule most trips.

We work with dispatchers to effectively negotiate trip times based on solutions offered by the scheduling software to maximize productivity and on-time performance.

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 Actively monitor service and manage capacity – We train our Dispatchers to use tools in the scheduling software to monitor service and identify and address potential problems with on-time performance. When a Dispatcher identifies a trip that may run late, they will determine whether to move it to another route or dispatch an Extraboard Operator.  Keep routes on time – Dispatchers confirm that Operators leave the yard on time because routes that start on time are much more likely to finish on time.  Conduct active dispatch – Transdev trains our Dispatchers to be like Air Traffic Controllers.

They use the scheduling software to monitor current and future services to identify and resolve potential problems before they become unmanageable.

Estimated Substitute Vehicle Time
Transdev will maintain a dedicated spare vehicle on-site at our El Monte facility to ensure rapid response in the event of a breakdown. The estimated average response time to dispatch and deliver a substitute vehicle is approximately 30 minutes from receipt of the trouble call.

Innovative Technology Partner — Spare
Transdev will partner with Spare to power MPK Transit Express and Dial-a-Ride services with a demand-responsive, multimodal platform purpose-built for services like this one.

Spare's platform combines AI-
driven scheduling, a multilingual
passenger-facing app, real-time
dispatch, and open integrations in
a single, configurable environment.

Transdev operates Spare across
multiple service environments
nationally, with direct experience
launching on-demand services in
California and across urban,
suburban, and mixed-density
corridors.

Transdev operates Spare in Abilene TX, Eden Prairie MN, Lawrence KS, Nassau County NY , Pinellas County FL, Plymouth MN, and Redding CA, with additional launches underway in Portland OR, Dallas TX, and Oakland CA.

Spare powers over 40 demand-responsive services across North America, with documented outcomes including improved on-time performance, higher vehicle utilization, and reduced cost per trip. Spare has completed over 200 service implementations collectively serving more than 8 million passengers.

Spare's Benefits for MPK Transit Express and Dial-a-Ride Service The platform delivers the following operational and passenger-experience outcomes for the City of Monterey Park:
 Configurable demand-responsive routing — corner-to-corner and curb-to-curb service with continuous AI optimization and real-time dynamic rerouting via Spare Engine.

Transdev is excited to partner
with Spare for this project to
bring their proven, AI-driven
platform to deliver efficient,
flexible, and high-performing
demand-responsive services
backed by extensive nationwide
experience and results.

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 Multilingual passenger experience — the branded Spare Passenger app supports English, Spanish, and Chinese, with call-in booking available in all three languages through Spare One's IVR and Dispatcher workflows and Transdev’s Dispatcher.  Branded passenger app — MPK Transit Express and Dial-a-Ride services receive a white- labeled Spare Passenger app on iOS and Android, branded specifically to the City's service identity.
 Subscription and recurring trip management — passengers can set up recurring trip subscriptions and cancel individual occurrences without canceling the underlying subscription, reducing call volume for Dispatchers.
 Digital equity and accessibility — phone booking through Spare One reaches passengers without smartphones; web booking mirrors the app experience; accessibility options including wheelchair, door-to-door, and assistive device requirements are configurable per passenger profile and enforced at dispatch.
 Self-serve, real-time reporting — Spare Analytics provides configurable dashboards for wait time, OTP, vehicle utilization, cost per trip, ride time vs. direct time, and Title VI equity analysis. NTD reporting fields are pre-built.

Spare Platform Overview
Spare's platform is a cloud-based, software-as-a-service (SaaS) solution hosted on Google Cloud Platform. It is a unified environment for demand-responsive transit operations — not a collection of separately licensed modules that must be integrated after the fact. The platform spans the full service lifecycle: trip booking across all channels, AI-assisted scheduling and dispatch, fleet and Operator management, payments, analytics, and NTD-ready reporting.

The platform's core components are:
 Spare Operations (Spare Launch + Spare Analyze) — the web-based operations center where Dispatchers manage real-time service, build service parameters, and access historical reporting and analytics dashboards.
 Spare Engine — the AI scheduling and optimization core. Spare Engine runs continuously, optimizing the vehicle manifest against live demand, traffic conditions, and configured service parameters.

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 Spare Passenger and Spare Passenger Web — the passenger-facing apps (iOS, Android, and browser-based) for booking, tracking, and managing trips. The City of Monterey Park will receive a white-labeled version branded as MPK Transit Express.  Spare Operator — the Operator-facing mobile application for turn-by-turn navigation, trip manifests, shift management, and real-time two-way communication with dispatch.  Spare Pay — fare payment processing supporting credit/debit cards, mobile wallets, transit passes, tickets, tokens, and cash-on-board configurations.

Functional Requirements Response
Service Design and Operations
The risk in launching a demand-responsive service is that routing decisions made at configuration time fail to hold under live demand patterns — creating either excessive wait times or inefficient routing that inflates cost per trip. Spare Engine eliminates this risk by running continuous AI optimization against live demand, not just scheduled optimization at intervals.  Demand-responsive routing — corner-to-corner and curb-to-curb service configurations are both supported. The service type is set per zone in Spare Operations; no per-trip configuration is required.
 Dynamic route optimization — Spare Engine recalculates vehicle assignments continuously based on real-time demand, live traffic data, and configurable parameters including maximum wait time, maximum detour factor, and vehicle capacity constraints.  Subscription and recurring trips —
passengers can set up recurring trip
subscriptions through the app, web, or
phone. Individual occurrences within a
subscription can be canceled without
canceling the subscription. Dispatchers can
also manage subscription trips on behalf of
passengers.
 Configurable service zones and
geofencing — zone boundaries, service
hours, and fare rules are all configured in
Spare Operations by administrative staff.

Zone geofences can be updated without
system downtime.
 Flexible service hours — peak, off-peak, weekend, and late-night windows are defined as separate service configurations within a zone. Hours can be updated in real time without platform downtime.
 Multiple service models — first/last mile, zone-based, and dial-a-ride/paratransit integration are all supported within a single Spare environment. Service rules differentiate behavior per model without requiring separate system instances.  Ride pooling and shared trip optimization — Spare Engine is purpose-built for shared- ride services. Pooling rules, maximum passengers per vehicle, and detour thresholds are all configurable by the agency.

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 Operator assignment and dispatch — Dispatchers manage Operator assignments in Spare Operations. Automated dispatch assigns trips to Operators based on proximity, capacity, and schedule; manual overrides are available for exception handling.  Real-time service monitoring — the Live Map in Spare Operations shows every vehicle's location, status (on-time, delayed, at rest, on break), and active manifest in real time.

Passenger Experience
The City's community includes a
high proportion of residents whose
primary language is Chinese or
Spanish, and a significant
population of older adults who may
not use smartphones.

The risk is that the passenger-facing
technology creates a two-tier
service — accessible to some,
inaccessible to others — which
undermines both equity goals and
Title VI compliance. Spare's
passenger experience is designed
to close that gap.
 Multilingual booking — the Spare Passenger app and Spare Passenger Web support English, Spanish, and Chinese. Call-in booking through Spare One's IVR and reservations interface is also available in all three languages.
 Branded passenger app — the City receives a white-labeled Spare Passenger app on iOS and Android, branded as MPK Transit Express with the City's colors and logo.  Booking channels — passengers book via mobile app, Spare Passenger Web (browser), or phone (via Dispatcher in Spare Operations). All three channels provide booking parity.  Pickup time selection — passengers choose ASAP (on-demand) or scheduled (future booking). Both are available through all booking channels.  Estimated wait time, travel time, and fare — shown to the passenger at the time of booking, before confirmation.
 Real-time vehicle tracking and ETA — live vehicle location and ETA are visible in the app and on the web. Passengers without smartphones receive ETA updates via SMS or IVR phone notifications.
 Trip status notifications — automated notifications via SMS, push, IVR, and email are configurable by the agency. Notification triggers (booking confirmation, Operator en route, Operator arriving, trip complete) are all configurable.  Accessible booking for passengers without smartphones — Spare Passenger Web provides a full-feature booking experience on any device with a browser. Phone booking via Dispatcher is available as a parity channel.
 Fare transparency and upfront pricing — estimated fare is displayed before booking confirmation. Final fare is shown at trip completion.

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 In-app customer support and feedback — passengers can submit feedback directly through the app. Administrators access and respond to feedback in Spare Operations.

Accessibility and Equity
Serving older adults and individuals with disabilities is not an optional equity overlay — it is the core operational requirement for a service like MPK Transit Express. When accessibility configuration is fragmented across systems, information gaps at the point of pickup create service failures, complaints, and ADA exposure. Spare surfaces all relevant passenger accessibility information directly in Spare Operator before every pickup.  ADA-compliant service — the platform supports ADA-required accessibility configurations including wheelchair-accessible vehicle matching, door-to-door service, personal care attendant travel, and accessibility note fields on passenger profiles.  Mobility device support — wheelchair accessibility, walker, and other mobility aid options are configured in the passenger profile and auto-populated at booking. Operators see these requirements before every pickup.
 Priority booking for older adults and individuals with disabilities — priority booking rules are configurable by the agency within Spare Operations.  Digital equity — phone booking and web booking provide channel parity with the app.

Passengers without smartphones have full access to the same booking features through non-app channels.
 Service coverage equity analysis — Spare Analytics includes coverage and ridership heat maps that allow planners to assess geographic distribution of service across demographic zones.
 Title VI compliance support — ridership data, service coverage statistics, and demographic analysis tools in Spare Analytics support Title VI reporting requirements.  WCAG 2.1 AA compliance — Spare Passenger app and Spare Passenger Web are built to WCAG 2.1 AA accessibility standards, including screen reader support, keyboard navigation, and high-contrast modes.

Payment and Fare Management
 Multiple payment methods — credit/debit cards, mobile wallets, transit passes, tickets, tokens, and cash-on-board are all configurable within Spare Pay.
 Fare policies — flat fare, distance-based, and zone-based fare structures are all configurable. Fare capping and discounts for students, seniors, and other passenger segments are configurable by the agency.  Subsidy and voucher management — Spare Pay supports subsidy and voucher programs, including third-party voucher validation workflows.

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Fleet and Operator Management
 Mixed fleet support — contractor-operated and TNC-integrated fleet types are both supported. Spare's open API also allows for easy integrations with existing transportation providers, such as Uber, which Spare has been working with for three years. Spare's integration with Uber has enabled over one million transit agency trips to date.  Vehicle tracking (GPS/AVL) — Spare Operator provides live GPS tracking for all active vehicles. Location data is visible on the Live Map in Spare Operations in real time.  Operator app — Spare Operator includes turn-by-turn navigation, trip manifests, shift management, two-way messaging with dispatch, and automated break scheduling.  Operator performance monitoring — Spare Analytics provides Operator-level performance data including OTP by Operator, no-show rates, and trip completion rates.

Service Performance and KPIs
SLA thresholds that cannot be monitored in real time are SLAs in name only. The risk is that performance issues accumulate before Dispatchers can intervene, resulting in missed windows that damage passenger trust and create contract compliance exposure. Spare Operations surfaces performance against configured thresholds in real time — Dispatchers do not wait for end-of-day reports to see that wait times are trending above target.  Configurable performance metrics — wait time, on-time pickup and drop-off, ride time vs. direct time, vehicle utilization, and cost per trip are all configurable as dashboard metrics and alert thresholds.
 SLA monitoring and reporting — alert thresholds can be set in Spare Operations; Dispatchers receive real-time alerts when KPIs approach or breach configured limits.  Service planning and optimization tools — Spare Analytics provides historical performance analysis by zone, time of day, day of week, and vehicle. Service planners use this data to adjust zone parameters, service hours, and fleet size.

Technical Requirements Response
Platform Architecture
Spare's platform is hosted on Google Cloud Platform (GCP), a cloud-native, scalable infrastructure that supports automatic horizontal scaling to handle peak demand surges without manual intervention.
 Cloud-based, scalable architecture — hosted on Google Cloud Platform.  High availability — system response times under 2 seconds for core booking and dispatch actions.
 Modular and configurable architecture — service parameters, zone configurations, fare rules, and user permissions are all configurable by the agency without custom development.  Disaster recovery — Spare maintains documented disaster recovery procedures with S1/S2/S3-S4 escalation categories, annual DR testing, and encrypted daily backups with 14-day retention.

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APIs and Integration
Spare, unlike most software providers, makes its API available to the public, which allows for easy integration of third-party technologies. By offering an open API, Spare easily integrates with many third-party and customized solutions, new payment solutions, vehicle statistics, maintenance solutions, and multimodal applications.
 GTFS-Flex support — Spare supports GTFS-Flex, enabling demand-responsive service to appear in multimodal trip planners.
 MaaS platform support — Spare's open API supports MaaS platform connections.  Open API — Spare's API is publicly available, enabling integration with payment solutions, vehicle statistics, maintenance solutions, multimodal applications, and existing transportation providers.

Security and Compliance
A city-operated service handles personally identifiable information for passengers who are often in vulnerable situations — older adults, individuals with disabilities, low-income residents.

Spare's security program is audited annually.
 SOC 2 Type II — Spare maintains SOC 2 Type II certification, audited annually.  ISO 27001 — Spare maintains ISO 27001 certification.
 GDPR and CCPA compliance — Spare's privacy program covers GDPR and CCPA requirements. The agency retains ownership of all passenger data.  Data encryption — all data is encrypted at rest and in transit using industry-standard protocols.
 Role-based access control (RBAC) — user permissions are managed by role in Spare Operations. Access levels are configurable by the agency's administrative staff.  Audit logs — all system activity is logged and accessible to agency administrators.  Secure authentication — OAuth2, SSO, and MFA are supported.

Mobile Applications
 Native apps — Spare Passenger is a native iOS and Android application with a regular update cadence.
 Offline and low-connectivity support — Spare Operator includes offline mode for the Operator-facing application, ensuring Operators can complete trips even during connectivity interruptions.
 WCAG 2.1 AA compliance — both the passenger app and admin interface are designed to WCAG 2.1 AA standards.

Dispatch and Optimization Engine
The risk of a poorly optimized dispatch engine is not simply higher cost per trip — it is a service that consistently misses its own wait time commitments, creating a negative feedback loop between passenger experience and ridership growth. Spare Engine is a continuous AI optimization core, not a batch-scheduling system that runs at intervals.