San Clemente City Council
June 18, 2024

Proposal to the
For the Operation
of the
San Clemente Trolley Service
Submitted by:
12 Mauchly Building I
Irvine, California 92618
ATTACHMENT 5
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

1). Cover Letter
May 31, 2024

Fatana Temory
Management Analyst
City of San Clemente
910 Calle Negocio, Suite 100
San Clemente, CA 92673
RE: San Clemente Trolley Operations Service Proposal
Dear Ms. Temory:

On behalf of Parking Concepts Inc., dba Transportation Concepts (TC), I would like to thank you for the opportunity to submit our proposal for the operation of the City of San Clemente Trolley Operations Service.

Parking Concepts was incorporated back in 1984 and is the parent company to Transportation Concepts, who has been successfully operating both fixed route and shuttle services to municipalities and private companies for the last 40 years in the Southern California Region. Our corporate headquarters is located at 12 Mauchly, Building I, Irvine, CA, 92618.

The City is seeking a proposal from a qualified, licensed transportation contractor who can provide high-quality transportation services. We hope that through this proposal we clearly demonstrate that we are most qualified and offer a positive customer centered culture driven by our experience, dedication, and commitment, resulting in a detailed and proven approach to operate this very important community transportation service to include:
 An Orange County based transportation company that has been successfully providing similar transportation services in the Southern California region for over 40 years.
 A highly qualified Project Manager leading the day-to-day operation.  Strong Operational Support through our Regional Support Team, led by our Director of Operations.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

 An employee compensation plan that ensures the hiring and retention of professional vehicle operators who will be representing the City of San Clemente Trolley Operations Service. The starting rate of pay will be $27 hour.

 Positive references from supportive clients who have continued to contract with Transportation Concepts for their transportation needs year after year.

Transportation Concepts completely understands the operational undertaking relative to providing this service. We are confident that we have submitted a very sound and competitive proposal. We acknowledge receipt of the release of a response to Q&A, sent via email on May 29, related to the above referenced RFP. We truly look forward to the opportunity to be considered as your selected contractor of choice for the City of San Clemente Trolley Operation Service.

We further attest that our proposal is in accordance with the Request for Proposal and the City’s Standard Professional Services Agreement, with no proposed exceptions.

If further information is needed, please contact me at 949-864-3493, or via e-mail:
[email protected]. I am the contact person during the evaluation period, and have been an executive with the organization for over 20 years. I am authorized to bind Parking Concepts Inc., dba Transportation Concepts to the terms of this proposal.

Sincerely,
Rich Rogers

EVP/COO
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

2). Project Understanding and Work Plan
Project Understanding
The City of San Clemente launched the San Clemente
Trolley service back on Memorial weekend of 2017. The
service operated 2 fixed route lines, the blue and red
routes, from Memorial Day weekend through Labor Day
weekend. Later it extended service through the end of
September. The Trolley did not operate in 2020 due to the Covid-19 pandemic. Service was reintroduced in 2021, with pandemic guidelines. In 2021, because of the success of San Clemente’s outdoor dining program and subsequent removal of available parking spaces in the downtown area, the City Council approved extended service to improve access and mobility to the downtown area. This extension was limited to weekends from Labor Day Weekend until New Year’s day on the downtown red line only. The service’s success resulted in incremental extended time periods until December of 2022, when the City authorized a supplemental appropriation from the general fund to continue Weekend service from January through March, and to test a pilot route, known as the Green Line Trolley, for a 3-month period in south San Clemente.

The objectives of the San Clemente Trolley Service include:
♦ Provide residents, employees, and visitors in San Clemente a convenient, safe and enjoyable community transit service within the City
♦ Attract visitors to San Clemente on weekends annually as well as during the summer by serving both the Metrolink Station in North Beach and the Metrolink/Amtrak station at San Clemente Pier
♦ Connect outlets, the rail stations, Avenida Del Mar, and the Pier Bowl area ♦ Ease parking concerns via a “park-once” approach at the Outlets at San Clemente ♦ Improve access to coastal resources that experience parking shortages during the peak season and special events.

The City Trolley program is funded through a Measure V Grant from OCTA. OCTA reimburses the City for 90% of the operational costs within the allotted annual grant amounts. Most recently, because of the continued success of the Trolley service, in May of 2023 the City requested increased funding from OCTA to include the Red, Blue and Green Line Trolley routes. Depending on the funding level on the next round of Project V grants, the City may need to carry more than 10% of the operating costs beginning in FY 2025.

The San Clemente Trolley Service provides free transportation to both residents and visitors, serving many destinations within the “Spanish Village by the Sea” community. Major passenger trip generators include the Outlets for shopping, the Metrolink, the Del Mar Shopping District, as well as the San Clemente pier.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Work Plan There are many key elements to achieving a successful transit operation. Some of the components that are critical towards success include hiring and training, policies and procedures that guide the workforce, monitoring the overall performance of the operation through KPI’s and skilled assessment, continually striving for excellence, and a laser focus on Safety in everything we do. The following is a breakdown on how Transportation Concepts will achieve success.

Hiring the Right Person
One of the significant keys to success for any organization is to find the right person who can embody all the key characteristics necessary and sought by a customer service driven organization. Transportation Concepts utilizes a thorough, seven-step selection process to identify the right candidate to hire and train as a member of our team. The seven steps include:

Recruitment
We have a solid recruiting plan in place at each operation that involves utilizing external hiring companies to assist in recruitment, as well as getting out into the community to seek those that reside locally. Over the past 2 years, like just about every other transit operator in the State, we experienced significant challenges in hiring new as well as retaining existing employees. This has been exacerbated by the recent increase in the minimum wages for certain industries in California. We have combated this by adjusting wage scales, incorporating a hiring and retention bonus in locations that are seasonal in our effort to retain our drivers. This has had a positive impact on our success who return year after year for the seasonal work.

Ongoing recruitment includes advertising on our website and in the local media as well as going through the word of mouth and promoting a referral bonus for existing employees.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Employee Selection
Success in any service driven industry starts with hiring the right people. Transportation Concepts has developed a comprehensive and thorough approach to the screening and selection program for our potential team members.

Job Description
When an applicant applies with Transportation Concepts, they complete an application online for employment, they are given a job description that describes in detail all the aspects of the job that the applicant will be expected to perform if they are selected for the position.

Application Review
The review of the application includes statements by the applicant regarding their previous employment history, their previous driving record history, any history of vehicle accidents, and any history of workplace injuries.

Motor Vehicle Record Check
Each applicant is required to submit a current driver record history printout from the Department of Motor Vehicles, which details the applicants’ driving record for the past five years. Only original, current driver record history reports are accepted. Any applicant who is unable to provide this is not given further consideration.

Interview
All the staff responsible for interviews have been trained in specific questions to ask that among other things will identify an individual’s initial skills and more importantly their attitude towards passengers, peers, and the service they have provided.

Reference Checks
The applicants must identify on the application form their three most recent employers. In addition, they must sign an authorization form, which gives permission to their former employer to comment upon their performance as an employee. Additionally, pursuant to 49 CFR Part 40 Drug and Alcohol Testing, the applicant must sign a “Release of Information form”. The employment references and release of information form that each applicant has identified are contacted and questioned about the work performance and prior D&A history of the applicant. All the responses gained through these references are documented to provide organization and structure to the process.

Criminal Background Check
Each Transportation Concepts vehicle operator providing service for the San Clemente Trolley Operations service will have successfully passed a company background check before they were hired. These qualifications must also be maintained throughout employment.
• Must have five years of driving experience.
• May have one break or interruption in holding a valid license of no more than 90 days during the five-year period immediately preceding the submittal of an employment application. The break or interruption cannot be the result of a state City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

having suspended or revoked the license and the candidate must still be able to demonstrate that they have a minimum of five years driving experience. • No felony convictions.
• No more than two at-fault or preventable accidents in the last three years. • No more than two convictions of moving violations in the last three years. • When combined, no more than two incidents (preventable accidents or moving violations) during the last three years.
• No record of DUI or DWI within the past 15 years.
• Not subject to outstanding warrants for arrest
Physical and Drug Screening
All Transportation Concepts employees must pass a physical examination and a drug screen prior to being accepted as an employee. The company’s physical examination and drug screening program meets the Department of Transportation (DOT) requirements. The company’s local DOT certified facility is US Healthworks Medical Group who conducts the medical screening and issues a DOT medical card. The company’s drug screening program is conducted locally by US Healthworks which meets all Federal Transit Administration guidelines

Final Selection Criteria
Once the employee completes the seven steps, the following criteria will be reviewed again and must be met before employment is offered:
• Five years minimum driving experience, including a minimum three-year U.S. residence.
• Minimum 21 years of age.
• Possession of all required licenses, including a Commercial Driver’s License Class B driver’s license.
• Can obtain special permits and endorsements.
• Proven abilities in customer service.
• Be able to speak, write and understand English and possess the capability to perform simple mathematic functions.
• Provide proof of U.S. citizenship or legal alien status, must have lived in the United States for three years.
• No negative feedback on ex-employment references.
• Demonstrate compassion and sensitivity for customer service and passenger assistance.

In addition, if it is discovered through a Motor Vehicle Record Check that an existing employee has an infraction and has not notified us it could lead to termination. If the employee has notified us, the infraction could result in re-training or termination depending on the contract and the infraction.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Employee Handbook
Our Employee Handbook is vital, as it sets the tone for the company’s expectations of its employees. The Handbook
incorporates our philosophy for excellence and ensures that all employees understand that our success is a result of their efforts.

Our Employee Handbook goes through ongoing revisions to stay current with both state and federal laws and is available if requested.

Ongoing Drug and Alcohol Screening
Transportation Concepts is committed to providing consistently safe and dependable transportation service to the passengers of the transit systems that it operates. In compliance with these goals, and with the Federal Transit Administration’s requirements, the company has adopted a Drug-Free Workplace Policy.

The Screening Guarantee:
• To ensure that employees are not impaired in their ability to perform their assigned duties in a safe, productive, and healthy manner.
• To create a workplace environment free from the adverse effects of drug and alcohol use and misuse.
• To prohibit the unlawful manufacture, distribution, dispensing, possession, or use of controlled substances
• To encourage employees to seek professional assistance anytime personal problems, including alcohol or drug dependency, adversely affect their ability to perform assigned duties.

Transportation Concepts’ Drug and Alcohol screening policy applies to all safety-sensitive and non-safety-sensitive Transportation Concepts employees, paid part-time employees and contractors when they are on TC property or performing any transit related business for TC.

All safety-sensitive and non-safety-sensitive employees shall be subject to the following testing:
• Pre-Employment
• Random
• Post-Accident
• Return to Duty (after Leave exceeding 90 days)

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Employee Training Programs
Vehicle Operator Training
Training, at Transportation Concepts, is a comprehensive program that encompasses new driver training, orientation to the safety policy of the company, and regular, ongoing in-service training for all existing employees. Using the company’s proprietary Driver Training program, which has been developed using the TAPTCO Transit and Shuttle driver training program, along with additional Transit materials from the Transportation Safety Institute (TSI), APTA, and the National Safety Council.

The key elements in our operating procedures are the concern our professional bus operators demonstrate for the safety and comfort of their passengers, and the drivers’ effective technical performance in operating the equipment, coupled with orientation to the safety policy of our company, and regular, ongoing in-service training for all existing employees. Our training program will be overseen by one of our Certified Trainers. They will ensure that all training requirements, including all company policies and procedures, contractual requirements, and those required by regulatory agencies governing transit in the State of California are conducted.

The following is a breakdown of the Driver Training program:

Driver Classroom Training
We begin our classroom training with 8 hours of
company orientation. This is followed by an
additional 40 hours for employees without previous
transit training. This is an intense technical training program using the TAPTCO Training System,
however it has been enhanced and customized for each
of our operations. If the new hire driver is already an experienced transit driver, we will reduce the
classroom training time down, depending upon the
Trainers assessment of the individual, however a
minimum of 32 hours is required for all experienced vehicle operators that we hire.

Behind the Wheel Training
Behind the Wheel Training also follows the TAPTCO driver training program. We have enhanced the program to include specific elements specific to the Avalon Transit operation.

For inexperienced drivers, we require that they complete the 40-hour program.

Experienced drivers will complete a minimum of 8 hours of BTW. However, depending on the assessment of our trainer, the behind the wheel instruction may continue up through the entire 40-hour program.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

In-Service Training
In-service training is conducted with one of our certified behind the wheel drivers. A new driver without experience will be required to complete 40 hours of operating the bus in service with an experienced evaluator. For those new hire drivers with previous certifications / experience, we require a minimum of 32 hours of in-service training with an experienced BTW evaluator.

The breakdown by mode for Vehicle Operator Training hours for new hires is shown below:

Vehicle Operator
Status
Classroom BTW In-Service Total Hours
No Transit Experience 48 hours 40 hours 40 hours 128 hours Transit Experienced 32 hours 8-40 hours 32 hours 72-104 hours Our Classroom driver training course provides instruction in the following general areas:
 Introduction to Professional Driving
 Federal Regulations
 Hazards Communication
 Creating a Drug & Alcohol-Free Workplace
 Blood-borne Pathogens
 Heat Stress Prevention / Wellness
 Whistleblower
 Introduction to the Bus
 Pre-Trip Inspections
 Air Brake System
 Safety Best Practices
 Mirror Adjustments & Reference Points
 Fatigue Management
 LLLC Defensive Driving / Critical Points
 Prevent Harassment
 Preventing Driving Distractions
 Following Distance
 Intersections
 Railroad Crossings
 Pedestrian Awareness
 Preventing Backing Accidents
 Merging, Lane Changing & Passing
 Special Driving Conditions
 Introduction to ADA & Sensitivity4
 ADA, Lifts, Ramps & Securement
 Professionalism / Customer Service
 Conflict/Aggression Management
 Accident & Emergency Procedures
 NTI – Warning Signs
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

 IIPP
 Slip, Trips and Falls
 AVL / Paddles / Manifest
 The Mark DVD
 Active Shooter DVD
 Local Issues / SOP / Policies and Procedures
 Employee Handbook
 Reasonable Accommodations
 Title VI
 Fuel Tank / Filling Procedures
 Lock Out / Tag Out
 Fire Extinguisher / Emergency Evacuation
 OSHA Training
 TSI Transit Training
 Human Trafficking Training
Our Behind the Wheel (BTW) driver training course provides instruction in the following general areas:
 Introduction to the Bus / 10 step
 Skills /Maneuvering Standards
 Daily Driving Standards

In Service training focuses on all elements of operating the bus in “real time” conditions. A qualified BTW Trainer is always onboard while the new employee is operating the bus on the public streets.

As the new operator progresses to on-the-road training with a qualified driver trainer meeting the requirements as
outlined above. This individual will reinforce the basics of defensive driving and the handling of the specific vehicle they will be operating. Time is also spent as a
participant/observer.

As you approach the vehicle, notice
its general condition. Look under
the vehicle for:
 fresh oil
 coolant
 grease
 fuel leaks
Check area around the vehicle for
hazards to vehicle movement such
as:
 people
 other vehicles
 objects
 low hanging wires
limbs, etc.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Following are some of the components of the in-service
training program:
♦ Basic vehicle handling skills including
starting, stopping, turns, and backing
♦ Proper loading and unloading procedures.
♦ Proper lock-down (equipment) and securing
procedures.
♦ Paperwork requirements, MDT/Tablet
operations, Destination sign operation (if
applicable).
♦ Specific route training.
♦ Providing passengers with courteous and
comfortable transportation.
♦ Proper use of the radios.
♦ Care and maintenance of the vehicle and equipment, accident procedures, dress code.
♦ Special driving skills needed when transporting passengers. ♦ Special driving skills needed when driving in periods of rain and or unseasonable weather.

Throughout the training program the qualified operator trainer continually evaluates the performance and personalities of candidates to recognize the individuals who have the best chance to succeed. Not all people are able to deal with the demands of public transit. Our Training program has been especially useful for screening those individuals not suited for public transit service.

This period may be extended if necessary to meet the
individual needs and demonstrate the skills of the new
driver. During this span of time, the operator trainer
completes a Driver Evaluation Form on the new driver and meets with the new driver and the Project Manager at the end of this training phase to discuss the evaluation. Any deficiencies are noted and must be corrected before the driver is authorized to operate without the senior driver on board.

Transportation Concepts’ training program exceeds the
training standards established by all regulatory agencies.

Our drivers are often trained with endorsements exceeding the minimum requirements, as this allows more flexibility within our firms’ operations.

Operators are also required to maintain a current medical certificate. Transportation Concept’s keeps a database of all company drivers together with the expiration of licenses and endorsements, thereby assuring contract and legal compliance.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Continual Training Program
Transportation Concepts on-going training program will ensure a safe operating environment and address employee performance, provide refresher training and safety awareness for all employees, and provide training if a driver switches to a different size/type of revenue vehicle. This training includes monthly safety meetings, safety orientation for new employees, and retraining as necessary for employees who have been involved in accidents. In addition, management will conduct a safety and performance evaluation ride check with each driver at least once every 90 days, and one hour refresher training on proper use of wheelchair lifts at least once every twelve months. All preventable accidents result in retraining for the individual to prevent recurrence of the accident. Training is customized for the individual based upon the nature of their infraction.

Advanced Customer Service Training
The Company’s expectations are clearly articulated to all employees constantly. The company’s primary objectives are to provide safe, courteous, professional, and dependable service to every customer.

Knowledge of these objectives is reinforced in training. Safety, attitude, on-time performance, customer relations, effective communication, and appearance are all stressed as being our major focal points. On an ongoing basis, the company reinforces that our role is to serve our customers. Transportation Concepts infiltrates the idea that our goal is to deliver exceptional customer service in all areas of our business. Our customers should experience customer satisfaction upon every interaction with any representative of our organization. As mentioned earlier, our program incorporates the following principles:
• Teaching importance of excellent customer service
• Developing the operator’s professional image
• Establishing positive relationships with customers
Each employee is required to review customer service principles and implement simple methods to ensure that they are projecting a positive image and providing a pleasant experience for those they encounter daily. We continuously strive for customer service excellence and provide tools to our employees so that they can deliver exceptional customer service. Our objectives for the program are described below:
• Understand who your customer is
• Define exceptional customer service for that individual • Identify the benefits of great customer service
• Recognize barriers to the delivery of outstanding customer service • Demonstrate how to measure customer satisfaction and take corrective action • Learn techniques for dealing with angry or upset customers • Develop a personal action plan to improve customer service skills Transportation Concepts’ primary goal is to deliver exceptional customer service. If we are fulfilling all our contractual obligations, we should have extremely satisfied customers that experience a pleasant, safe, and timely ride, as well as expedience and professionalism if City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

they call in for a reservation or need system information. Such concepts are a significant part of our day at Transportation Concepts. We emphasize the importance of these objectives and how they can assist in and out of the workplace. Our customer service philosophy will continue to emphasize that this is the responsibility of each employee, and will include the following:

Professional Attitude
Wear specified uniforms that are clean and maintained. Be well groomed and ready to work at designated times and positions. Be calm, energetic, pleasant, and polite. Smile, make eye contact, and be committed to excellence.

Superior Customer Service
Go out of your way to meet customer needs, providing personalized service when appropriate. Work as an effective team member with an enthusiastic attitude. Be able to take direction with minimal supervision.

Effective Communication
Speak clearly and in a friendly tone of voice. Ask questions to clarify customer’s understanding and assist any special needs passengers. Seek bilingual assistance when necessary. Be an active listener and demonstrate attentiveness and sincerity.

Problem Solving
Handle and resolve difficult situations promptly. Be discrete, apologize to the customer or driver, and suggest solutions. Remain calm and notify a supervisor when necessary to keep a situation from escalating. Be a pro-active problem solver and anticipate potential issues.

Operations Staff and Maintenance Staff Training Transportation Concepts has defined our mission to empower our team to deliver superior service to our partners with uncompromising integrity. We understand that our greatest resources in fulfilling this mission are our employees. We believe that we must work through the first-line employees; our operators, staff, and mechanics, to provide the quality of service, safety, and professionalism that our customers expect. Our staff selection process is designed to identify employees who understand our mission and are committed to fulfilling its aims. Development is one of the most important ingredients that TC focuses on. Not just at the time of hire, but continually.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Managers and Supervisors
To achieve these goals, we must equip our first and
second-level managers with leadership skills that
they can use every day. Therefore, we have
undertaken a training process to help these
managers develop the skills they need. Every
supervisory employee receives “Interaction
Management” training. This training develops the
skills they need to coach, develop, and lead others.

Managers receive ongoing quarterly training in
such areas as:
• The foundation of leadership skills
• Reinforcing effective performance
• Coaching for success
• Improving work habits
• Resolving conflict
• Improving employee performance
• Using effective follow-up
• Maintaining improved
performance
• Sexual Harassment
• California Labor Laws
• Health and Wellness
• Developing and Nurturing a Successful Safety Culture

Employee Incentive Programs Transportation Concepts is committed to improving and maintaining the success of all employees. We are committed to provideemployees many different programs that encourage and reward those who are safe in their work and take an interest in improving their career.  Safety Meetings are held monthly and are a time where all employees can get together and share their experiences to help one another with similar issues faced day to day. Meetings include networking with other transit employees, resourceful presentations, community speakers and health and wellness improvement information. During the meetings, a selection of food is prepared from suggestions by the employees.
 Employee of the Quarter is a program that highlights an outgoing and committed employee who embodies the goals
of safety and service to the community. This employee is selected by management with the input from performance
evaluations, employee survey and customer feedback.

This employee is given a small gift and is recognized
publicly for their achievement.

NEWMEYER DILLION

EMPLOYMENT SEMINAR
Presented by
Jason L. Morris
November 19, 2019

SUMMARY OF WAGE AND HOUR
LAWS
Training for Supervisors and Managers
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

 Employee Appreciation Day is held at least twice a year by TC to reward and acknowledge all our employees. During appreciation day, management provides a special lunch to all employees, their families, and friends as well as riders and transit stakeholders. This event allows employees to show off their other life passions such as cooking, music, and art that can be shared with everyone who attends.
 PCI Rockstar Program recognizes
employees who deliver exceptional
performance and outstanding customer
service. This program is one of the ways
we can attract and retain the best
employees by fostering a culture that
celebrates those who go above and
beyond.

The employee incentive program for the San Clemente Trolley Operations Service will be customized and aligned with contract goals and objectives as outlined throughout the contract term. We believe in providing the employees input as to the specific program to be put in place. This gives each employee a sense of ownership, pride, accountability, and increased motivation to perform.
 Additionally, all employees also participate in our safety incentive program described further along in this proposal

Safety Policy and Awareness
The effectiveness of any program is dependent upon the existence of a clear direction. This is particularly true in the areas of safety. Transportation Concepts has adopted a safety policy statement that declares the following:
♦ Safety is the number-one priority of our operations
♦ Safety is everyone’s Responsibility
♦ All accidents/incidents and near misses can be prevented ♦ All unsafe acts and conditions must be eliminated by everyone at work and at home
♦ Safety is not simply another rule to follow, but a significant guiding principle.

Target Zero As an organization, we are continually doing all we can to enhance safety awareness amongst our operating locations and strive for continued nurturing of our safety culture. Beginning in 2017 we implemented a theme for our safety program, calling it Target Zero.

It is our goal to have zero accidents, incidents and near misses. This vision starts at the top and is driven down to every employee within the organization.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Since the implementation of Target Zero in 2017, our company has recognized the following reductions in key metrics of our prevention plan:
• 78% reduction in total injuries
• 89% reduction in litigated claims
• 81% reduction in direct cost associated with claims
What made PCI so incredibly successful is a result of these key factors:
 Leadership Commitment to the risk reduction plan and their direct participation.

Belief in the plan that specifically targeted the corporate identified risks  Focus on stellar and methodical execution of the strategic risk reduction plans.

This is a critical component in any plan. Without focus, even the best plans fail  Innovative communications and technology were utilized. With a network of sites across the country and continued direct communication with employees, we increased employee confidence and trust. The communication model is one of the key components of an early and sustainable risk reduction model.

Recent Safety Accolades Over this last year, our company has achieved the following accolades by some of the most well-known National and International Safety organizations :

Finalist for the Green Cross for Safety Award of Excellence This award recognizes a corporation, coalition or
organization that was relentless in its pursuit of
safety. Our company was recognized as one of three
Companies who made it as Finalists in the United
States
Nominees in Safety Excellence must have:
• Identified an obstacle to eliminating
preventable deaths or injuries
• Developed a solution to the problem
identified
• Implemented the solution with
significant measurable results
• Evaluated the solution and planned next
steps
• Recognized its value to the safety community and planned steps to share with others
Delegate Presenter at the XXII World Congress on
Safety and Health at Work 2021
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Held every three years since 1955, the World Congress on Safety and Health at Work is a unique international Forum that brings together approximately 3,000 safety and health experts, decision makers from the field of social security and the public sector as well as employers' and workers' representatives from around the world to exchange ideas, research and best practices on highly topical issues in the area of occupational safety and health.

Delegate Presenter at the 33rd International Congress on Occupational Health 2022
With the theme ‘Sharing Solutions in
Occupational Health: Locally,
Regionally, Globally,’ ICOH brought
together occupational health
researchers, practitioners, and policy makers from around the world to share their collective knowledge about improving worker health and safety at the largest occupational health congress in the world.

Safety Wellness Program
In each of our operating locations, the local teams have embodied our safety principle and strive to involve all our employees in the building of this foundation. Some of our elements of the local safety wellness programs include:
 Safety Messages broadcast via dispatch, on driver paperwork, or through our media program which is continually streaming in the driver’s room on a flat screen TV
 Tailgate sessions with small groups of employees to talk about safety in the workplace
 Immediate communication of information regarding any location accident/ incident or near miss to all employees. Not only do we provide the information, but we also ask for their input on solutions to reduce or eliminate reoccurrence
 Facility Safety Inspections at each facility every month  Program to recognize and reward employees who bring solutions to management regarding potential safety hazards
 Employee wellness program that focuses on eating healthy and an exercise program
 Annual wellness contests that involve location teams that compete throughout the company. Focus is on eating right and exercise. Rewards are given out to the top three placing teams
 Mandatory Incident Calls with Corporate held weekly if needed to discuss any accident/incident/near miss that may have occurred the previous week.

These are held each Thursday, and we celebrate when we have zero incidents each week by proclaiming that day “No Call Thursday.”
 Mandatory weekly safety meeting call for all managers / supervisors City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

 Safe Work Habit Observations each week at every location  Mandatory monthly safety meetings for all employees
 Safety messages on pay stubs and through our payroll
system
 Mandatory monthly ride checks by the management
team, including our Project Supervisor and Project
Manager
 Quality assurance maintenance checks/Audits by Regional Maintenance Manager
 Formation of an active Safety Advisory Committee / development of an annual safety plan at each operation
 Comprehensive OSHA Facility Audits every quarter
Safety Monitoring
As a promoter of awareness, Transportation Concepts utilizes a thorough system of monitoring to review/record and guarantee the effectiveness of the Safety Program. Drivers’ motor vehicle records will be monitored through the State of California’s program, in which an updated MVR report is generated every twelve months, in addition, on-street observations are performed as well as paperwork reviewed. Observations are documented and serve to provide valuable feedback to the employees regarding their performance.

Safety performance is also monitored in the investigation, review, determination of Root Cause, and subsequent retraining of each accident/incident or near miss. The result of the investigation is not only to decide on preventability, but more importantly it is designed to implement retraining and communication across the board to do all that is possible to prevent a reoccurrence. Although typical the definition of a preventable accident as one in which the operator failed to do everything possible to prevent the accident, Transportation Concepts strives to take that further by applying that same definition to potential incidents or near misses as well. If an accident is deemed preventable, retraining is scheduled.

The combination of the implementation of a thorough safety policy, a recruiting and screening process that focuses on safety, a comprehensive training program, and monitoring system to record and identify performance, results in a genuinely safety-oriented company. The safety of the services provided by Transportation Concepts is an acknowledgment of the success of the overall program.

Safety Incentive Program
Our company has in place an incentive program that promotes safety and rewards exemplary safety performance. Everyone responds to a benefit. Most of what we do is with the understanding that there will be a benefit to our actions. Regarding vehicle accidents or a worker’s compensation injury, a safety program establishes an incentive to be safe. It encourages each employee to do things the right way, which is the premise of our “Safety Culture.” A table reflective of our safety incentive program is included below:

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Achievement Criteria Reward
Employee of the Quarter
Awarded to one driver at
location
This achievement is based on
three months of
performance.

If all other criteria are met,
manager must select winner
based on who most clearly
exemplifies TC’s safety
philosophy for that period.

No
accidents/incidents,
Perfect attendance
In proper uniform
No injuries
No valid complaints
No conduct violations
Select promotional items to
be presented by Manager at
monthly safety meeting
$50 gift card presented
One Year Safe Driving
Award
Awarded to each driver at
that meets criteria
This achievement is based on
one year of performance.

No Preventable
accidents/injuries $100 gift card presented
One year Safety pin
Five Year Safe Driving
Award
Awarded to each driver that
meets criteria over 5-year
period

No Preventable
accidents/injuries $500 gift card presented
Five-year Safety pin
Safety Jacket
Transportation Concepts Contractor Succession Plan
Work Plan
Transportation Concepts (TC) clearly understands the nuances that are required for any community transit system to be a success and understands the City of San Clemente’s requirements and standards for service quality and safety. Transportation Concepts’ priority is starting the new contract effectively. The TC team is fortunate to have many years of experience operating community-based seasonal transit services, which ensures stability during the change of contractors. Service sometimes suffers during a contractor change due to the learning curve associated with the unknown Agency and operational culture, the routes, scheduling, equipment, and required training and required activity relative to employee transition.

The implementation of the service builds the foundation from which to grow and continuously improve the operation. Although we already have the operational knowledge in place to ensure service operates smoothly during the transition phase’ we will be working in partnership with the City every step of the way in communicating our progress and completing milestones, such as setting up the technology to greatly enhance the end user and create an exciting improvement to the concept of serving the community.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

New Contract Implementation Plan
Transportation Concepts (TC) realizes that the implementation of a new service provider is critical to the continued success of the San Clemente Trolley Operations Service. We take this very seriously.

This is a tremendous responsibility and our approach to a new contract will be one of dedication to service and commitment to exceeding expectations.

All employees will be involved and communicated with in a systematic approach. Dispatch and facility procedures will be put in place. Our goal is to hire as many of the existing drivers to ensure continuity of service, and that each employee participates in advanced customer service training to sharpen their skills and set the tone for our expectations for every team member on this new contract.

TC operates several contracts that involved an initial transition from public to private operator, from competitor to TC, or new service altogether. In addition, the nature of this business requires the need to transition from day to day on many levels day to include: the addition of service, route revisions, new employees, implementation of new policies, new technology, or new contractual obligations, even traffic or weather conditions can facilitate the need for making a transition. TC believes the most important element of effectively carrying out a designated “transition” is open, clear, and consistent communication. If all the people involved in implementing a transition along with all the people who will be affected by the transition are informed and prepared to make the transition, we are guaranteed success.

This is where the strength of the TC team, under the leadership of Brett Baum and Christopher Lamp really will make the difference. Our team has a comprehensive understanding of community-based shuttle services and the nuances that surround them relative to equipment, route timing, and most important, the communities we serve. Our team is clearly the most qualified and best suited to ensure that service is uninterrupted due to a new contract. Passengers will be happy and in turn the San Clemente Community, City staff and City officials will be most satisfied.

The new contract begins July 1, 2024 as stated in the RFP. As soon as the City Council approves the contract award in early June, we will immediately begin the implementation process and timeline. Our goal would be to have all drivers hired and to begin the customer service training within 2 weeks of that City Council meeting.

Workforce
Our workforce is in place so very little transition time or resources will be required relative to workforce. However, the workforce will be instrumental relative to the technology implementation. All information will be communicated to employees relative to expectations and overall strategic plan for service transition to include key dates and activities.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Administrative Duties
All administrative functions will be put in place and handled locally under the direction of our Project Manager and Operations Supervisor.

Addressing Operational Issues
Transportation Concepts is successful due to the incredible strength of our local management team coupled with the ability to be flexible with a “CAN DO” attitude in effectively managing the day-to-day operations. As stated, all operational functions will be in place for this contract. We are familiar with the service characteristics and associated operational requirements of similar shuttle operations as well as the reporting requirements of OCTA.

Partnership with the City of San Clemente
A primary ingredient in the overall success of our service culture has been the strong partnership that has been forged between TC and each of our clients. We have collectively built an open and honest level of communication
while working together as a team. We believe this is a
key reason we have been successful in consistently
retaining transportation contracts for many years and
it is our commitment to forge that type with
relationship with the City of San Clemente Staff to
ensure that we focus on the future to strive towards our collective desire to meet and exceed the community
expectations of the San Clemente Trolley Operations
Service.

Dispatch & Supervision Operation To operate this service effectively, Transportation Concepts’ will provide Dispatch coverage during all
hours of operations. The Operations Supervisor and
Project Manager will provide back-up as necessary.

Our approach to effective supervision focuses on safe
and effective operations primarily considering
headways, quality assurance, and a 20 -minute
response time goal (relative to on-street response).

Expectations- The focus of our Dispatch operation is to consistently ensure the highest level of quality service delivery. The responsibilities of this position are critical in the overall service provision. It is fundamental to ensure that dispatch has a clear understanding of associated duties. Whenever someone contacts our dispatch staff, the highest level of customer service will be given, regardless of the demeanor of that passenger call.

Additionally, our dispatchers will be cross trained to understand all aspects of the San Clemente Trolley Operations Service. Being cross trained on all routes/service provides our dispatchers with an exceptional understanding of the service and ability to better schedule, City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

knowing how long it takes to load wheelchair passengers, assist the elderly, and scheduling the proper time for drivers to ensure excellent on-time performance.

The person on duty in Dispatch is responsible for coordination and communications with vehicle operators in addition to answering the customer information line. The purpose of dispatch is to communicate daily bus assignments, late pull-outs, detours, and other issues that could potentially affect service. In addition, this person is responsible for monitoring and verifying all the driver information that is input for the generation of monthly reports.

For this reason, it is critical that this individual understands the service, the service area, have knowledge and ability relative to the technology associated with the system, and understand what is logical when reviewing a report. Each employee should have a keen awareness and understanding of the operation and all associated requirements.

The Dispatcher is also responsible for making sure all work is assigned timely, in accordance with the rules and procedures governing the assignment of work and overtime.

This individual ensures Operators are in proper uniform, are fit for service, and are prepared to carry out their assignment. Part of this function includes working to ensure that pre- and post-trip inspections are thoroughly performed and that only vehicles in a proper state of readiness are released into service. Dispatchers may also coordinate with the City maintenance shop for preventive/unscheduled maintenance and follow up to ensure that maintenance issues are addressed.

Real-Time Passenger Information System
The system will provide customers with accurate information on the Trolley routes along with arrival time prediction. The real-time information suite will integrate with Transit App, Google Maps and Apple Maps for the end user. This will not only reduce the “where is the bus” calls received by the dispatcher; it will better allow the passenger to plan their time more efficiently.

GPS Units
We will install GPS units in the revenue vehicles. This will allow our team to better manage the overall system, thus improving customer service as well as enhance emergency response management.

Scheduling Driver Shifts
The Operation Manager develops and posts the driver schedule a minimum of one week in advance. If someone is scheduled to take a vacation, that is considered when the schedule is created. If there is a problem with the schedule, the driver will address it with TC management well enough in advance to ensure we have full coverage for that following week.

If an employee calls off for a day that they are scheduled to work, the Dispatcher or a staff member will immediately contact another driver who may be coming in for a later shift, or request someone stay over until they can get someone else to fill that open shift.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

The goal is to ensure that the operation has a full complement of drivers so that none of the Staff are ever sent out to drive unless it is an emergency.

Daily Vehicle Inspections
Transportation Concepts requires all operators to complete a thorough pre-trip inspection prior to placing the vehicle into service, as well as a post-trip inspection at the end of each day.

The inspections are performed and documented by the vehicle operator on a Daily Bus Report (DBR). If any defects are noted, a written record for use by the City Maintenance Department is created. For defects needing immediate repair, the dispatcher or on-duty supervisor will contact the maintenance department to coordinate the repair so the vehicle can be released for service on time, or they will assign a different vehicle for service. These pre-trip and post-trip inspections are important to help ensure that service continues with the highest level of operating safety and to minimize service delays by identifying mechanical problems prior to the vehicle pulling into service.

Daily Supervision
The Operations Supervisor and/or Project Manager, as well as the Real Time system will monitor the daily activities of the Trolley operations. The responsibilities of the staff will include but not be limited to:
• Knowledge of routes
• Communicating instructions
• Reviewing driver activity reports, informing management of customer/driver issues • Interacting with drivers and passengers, responding to passenger concerns, • Counseling and Training personnel
• Monitoring service intervals
• Can drive system vehicle if necessary
Service Monitoring
Daily service monitoring is an important ingredient that Transportation Concepts emphasizes with its staff to
ensure maximizing the performance toward the system
goal of 100 percent on time performance. Specifically,
service roll out, shift change, the layover area, peak
traffic flow patterns, road observation and ride-checks are all focal points that our team is responsible for daily.

The focus of our Supervisory function is to ensure
quality service delivery. The Supervisor will provide
direct oversight of on-the-road operations. This individual will conduct road observations and unobserved checks and serve as a passenger ambassador when needed. Road observations are unscheduled checks designed to monitor on-time performance, vehicle cleanliness, and safe and courteous driving. Unobserved checks are observations of pick-up points performed on a random basis. The data from these random checks can lead to enhanced evaluation of service productivity and performance.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Either the Operations Supervisor and/or Project Manager will be responsible for responding to passenger incidents, traffic accidents and road calls, as well as providing rerouting recommendations, as necessary.

Passenger feedback is also utilized as a tool to monitor on-time performance. Although Dispatch will be monitoring the route buses in a real-time setting utilizing our proposed computer assist software, operators will still be required to report to dispatch if they are running behind schedule. If a passenger does call in and files a complaint, we can usually determine if that vehicle was not on-time and provide immediate resolution to the customer as well as to follow up to ensure the driver is counseled, the information is noted, and is included in the data utilized for daily, weekly, and monthly reporting.

We believe the Supervisory plan should be continuously revisited based on community events and the external environment. Road supervision will be evaluated and adjusted by the Project Manager, along with staff input.

Customer Comments and Resolution Approach The Customer Service process includes the acceptance and identification of customer comments, investigations and response, tracking, and follow-up observations of all our transportation operations.

Pro-active Customer Response Action Plan
All customer service feedback is responded to
promptly and courteously. Customer comments are
received from the following sources: telephone,
written, personal contact and surveys. The objective
of the customer contact program is to be responsive
to the needs of the public and to satisfactorily
resolve each individual complaint based on its
merits, and to do so quickly.

Response to Complaints within 24 hours
Whenever possible, telephone complaints will be
managed at the time they are received; however, when this is not possible, an investigation will be initiated into the established procedures and how our employee implemented these procedures. The opinion of the passenger will be considered carefully in resolving problems or disputes.

Acceptance of Customer Comments
TC will have overall responsibility in conjunction with City staff to follow up on all customer comments. Consequently, we propose to work closely with all our drivers to ensure compliance within the guidelines developed collectively with the City of San Clemente.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Identification Process
Utilizing the information on the Customer Comment Form, TC personnel will identify the employee on the subject trip. After confirming positive identification of the employee, TC personnel review the Incident Log to determine if any Bus Driver reported any problems as well as use the GMV System to trace the history of on-time performance, if that is the issue.

In the event the information collected is inconsistent with the information on the complaint (incorrect employee description, etc.); our personnel will investigate other possibilities. These possibilities may include the review of earlier and later trips and other information that may help identify the correct incident/employee. If the identity is indeterminable, the Operations Manager will attempt to contact the customer to verify the information on the form.

Customer Comment Response Plan
TC draws upon its combined years of experience in developing effective customer service programs inclusive of our current location. The customer is the most important person in our business and the very reason we are in business. When they provide input we listen, whether their input is a suggestion, complaint, or commendation. We take their input seriously and use this information to improve the service we provide.

To maximize customer satisfaction, we incorporate the following “customer rights”:
• The customer receives prompt, friendly, courteous service, and accurate information. • The customer receives a smile and thank you.
• The customer is treated with respect and dignity, care, and compassion. • The customer will be kept informed during service delays and overseen with extra care • The customer will receive prompt answers to his/her questions.

We achieve this goal by promptly following up on any customer feedback. Suggestions, as well as complaints, are extremely useful in upgrading our quality of service. All comments are responded to promptly and courteously.

Reporting to the City of San Clemente
All complaints, regardless of whether they are deemed valid or invalid will be reported to the City as a part of the weekly/monthly reporting. If a complaint is of a serious nature, the assigned City Staff member will be immediately advised as soon as it is received with TC conducting a follow-up once the investigation and proposed resolution has been collectively determined.

Ongoing Review/Evaluation of Employee Performance
If it is found that the complaint was valid, disciplinary action is taken and placed in the employee file. The Operations Manager maintains a file for each employee. This file includes a copy of any previous customer comments involving the employee. The file also City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

includes any follow up with the respective employee including disciplinary actions received regarding customer service issues. In addition to the customer comment file, the Operations Manager reviews the employee history. The employee history includes "coaching" (positive and/or negative), disciplinary actions and other performance indicators of the employee.

Depending on the nature of the comment, the Operations Manager may also review, with the company, personnel files, and training records during company audits.

Accounting and Reporting Systems The Dispatcher must utilize several tools to be effective and for accountability purposes.

Some of the tools used are described below:

Daily Dispatch Log
This sheet is used to record ALL activities that pertain to the day-to-day activities in dispatch. It is used for tracking and recording of ALL activities and incidents for the purpose of follow up and checks and balances.

Daily Service Report
This report recaps the amount of service time lost on a particular route and the reason for it. It also shows if and what supervisors had to drive. Time loss needs to be put down in hours and minutes format

We will provide reports that comply with the City of San Clemente/ OCTA / NTD reporting requirements. All reporting documents will continue to be produced accurately and in a timely manner monthly as required. TC utilizes a basic “check and balance” system to ensure validity of all reporting. The raw data is collected because of employees in the field. Each report submitted must concur with the coinciding “actual operating data.” Daily and Monthly Operations Reporting
Transportation Concepts’ Vehicle Operators will record their daily operations on a daily Driver Trip Sheet. These Trip Sheets will be gathered by the Operations Supervisor and in turn provided to the Dispatcher. The Dispatcher will perform a review of the Trip Sheet when it is turned in to ensure that all the primary information is recorded. Subsequently, the information from the Trip Sheets will be entered into an Excel spreadsheet by the staff.

All the information from the Trip Sheets will be entered into the spreadsheet within three days of service and will be available for City review within five days of service.

At the end of each month, Transportation Concepts will also prepare a Monthly Operating Report that will include information on all the Operating Data as required or desired by the City of San Clemente. This report, along with the monthly invoice /backup will be submitted to the City Staff Contract administrator within 10 business days following the end of the month.

National Transit Data Base Reporting (NTD)
As a contracted operator of public transit services TC reports operating statistics to clients and agencies who report directly to NTD. The following is a sample of the procedures and reporting areas that are typically reported by TC. With each specific operation the reporting parameters and data may be different.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

NTD Sampling Plan as directed by the City of San Clemente / OCTA  Method selected by the City/Funding Agency
 As defined by NTD Sampling Plan Manual
 Separate sampling statistics and reporting
 Cross checking of data for Quality Assurance
Transportation Concepts will comply with and provide the City of San Clemente with all required NTD reporting documents and information. To ensure that this important function is completed accurately, Transportation Concepts continually sends representatives to training sessions presented by the FTA on the NTD reporting systems.

These programs are presented periodically by the FTA and provide both a valuable training session on the completion of the reports, as well as providing the opportunity to create direct contact with an FTA representative. Transportation Concepts is well versed in the requirements of NTD reporting and can be counted upon by the agency to address this key area in an accurate and timely manner.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

3). Project Organization, Key Personnel and Staffing
Local TC Management Team Transportation Concepts offers a management approach that will be specific to the needs of the City of San Clemente Trolley Operations service. Although it is extremely important to have reliable corporate support, the service is truly only as strong as the local team.

Christopher Lamp, Project Manager
We are pleased to propose Christopher Lamp as the Project Manager for the City of San Clemente Trolley Operations Service. Mr. Lamp has over 16 years of experience in the public transit industry, with the past 4 of those years serving as TC’s Project Manager for the Avalon Transit contract we previously operated on behalf of the City of Avalon. In addition, Christopher has 5 previous years of experience working as a contract services supervisor with Los Angeles METRO. This has enhanced his ability to understand both sides of the client/contractor relationship and has served him well in exceeding the expectations of our clients as well as the community. He is committed to use that experience as a foundation to work in partnership with the City of San Clemente to ensure our team exceeds all performance expectations. Christopher would be responsible for working with our drivers and supervisor to magnify the City of San Clemente’s Trolley Operation service image He will verify that all reports are produced to ensure contractual compliance, he will perform daily monitoring of service performance against set goals and targets to ensure expectations are continually achieved and will provide the ongoing support to all team members assigned to the Trolley operation.

Darin Sanders, Operations Supervisor
Darin is proposed as our Operations Supervisor for the City of San Clemente Trolley Operations Service. Darin has been part of the TC team since 2021 and has 8 years in the transit industry. Darin will be responsible for the dayto-day operations, including daily oversight of our vehicle operators and coordination of vehicle maintenance services with the City of San Clemente.

Brett Baum, Director of Operations
Mr. Baum will play a critical role as the Director of Operations and liaison with the City of San Clemente. Brett has over 20 years of public transit management experience with Transportation Concepts. He has proven himself to be an excellent team builder who has a supportive approach and cooperative management style designed to build excellent client, employee, and passenger relations. His managerial approach has served to provide the catalyst towards the provision of excellent customer service.

Brett will be instrumental in supporting the San Clemente team and coordinating with City staff and officials in implementing any further changes throughout the term of the contract.

Brett’s focus will be to work with Christropher, Darin, and the City of San Clemente to verify that we are exceeding all contractual expectations. He will perform an ongoing analysis of key performance indicators and institute action plans if needed and will provide City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

the ongoing daily leadership support to help maintain an enviable workplace and smooth operation.

Staffing Organizational Chart

City of
San Clemente
Project Manager
Christopher Lamp
Operations Supervisor
Darin Sanders
Dispatcher
Drivers
Regional Support
Brett Baum
Director of Operations
Regional Maintenace
Manager
Jonathan Norman
Regional Safety
Training Manager
Lee Sterling
Corporate Support
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Regional Support for the City of San Clemente Trolley Operations Service Since TC’s business plan has been focused on smaller transit contracts, we have developed a strong regional management team to support each of our managers.

Jonathan Norman, Regional Maintenance Manager – Jonathan has over 14 years of maintenance experience and will provide technical maintenance support to the City of San Clemente Operation if needed. Jonathan has firsthand experience with similar fleets and clearly understands California regulations relative to maintaining the CHP terminal inspections. Jonathan is currently in the process of becoming an ASE Master Technician. He is well versed in diagnostics relative to preventive maintenance and vehicle repair. He has direct experience scheduling maintenance in both a manual and automated environment. In addition, he has a proven history of shop management, employee scheduling, inventory control, and warranty procedures.

City of San Clemente Job Description Summaries
Job Title Primary Responsibilities and Functions
Project Manager
 Primary day to day liaison with the City of San Clemente  Overall responsibility for the daily services, including safety, system performance, and customer satisfaction.
 Ensures the system is properly staffed given requirements and goals.  Monitors service performance against set goals/targets.  Prepares daily, weekly, monthly reports
Operations Supervisor
 Provides day to day oversight of operations
 Assists in the recruitment and hiring of vehicle operators  Ensures that driver schedule is posted and communicated. Tracks attendance and pull out to insure 100 percent on time performance.
 Investigates accidents, incidents and near misses and retrains as needed  Coordinates safety and training for all staff, including Operators and staff; ensures that refresher training and additional course work are provided as required.  Supervises dispatch and customer service efforts to ensure the highest satisfaction levels
 Assists in the daily road supervision of drivers
Director of Operations
 Provides tactical and strategic planning to support Project Manager and City of San Clemente
 Ensures adherence to all governmental regulations, and compliance with the Contractual /TC – established standards and procedures.  Reviews daily, weekly, monthly reports
 Oversight of Project KPI’s to ensure all contractual goals are met  Strives to evaluate methods to continually improve operation and provides support resources to accomplish

Dispatcher

 Ensures that the Trolley services are provided in a safe, dependable, and timely manner
 Oversees the day-to-day operations, including all personnel  Ensures that all customer service issues are responded to, resolved, and reported in a timely manner
 Collects, Compiles, and distributes operational data
 Serves as receptionist to phone inquires

Drivers  Safely transport passengers throughout the service area  Provides excellent customer service as true transit ambassadors.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Lee Sterling, Regional Safety and Training Manager – Lee has over 15 years of safety/training experience in the public transportation industry. Lee will collaborate with the local team to ensure our safety and training program for the City of San Clemente Trolley Operations Service is actively followed. He will provide direct start up training for all vehicle operators as well as ongoing support to Christoper, Darin, and the SC operation in all aspects of our recruiting, hiring, and training activities. Lee will conduct regular safety audits to ensure that the City of San Clemente Trolley Operations Service is meeting and exceeding all required contractual, regulatory, and company standards.

Ability to Retain Management Personnel
Transportation Concepts has a successful record of retaining our managers and key personnel. What sets our company apart is that we not just talk about caring for our people, we show it. Most of our Managers have been with our company for 10 or more years. We provide a very fair compensation package and offer annual bonuses based upon performance. We empower our managers, providing them with support, guidance, coaching and leadership training. Like all our employees, we invest the time and resources necessary to ensure their success.

Additional Corporate Support In addition to a strong regional support team, the entire local team will be thoroughly supported by our corporate staff, who are based in Irvine, CA, as well as an extremely strong local regional support team. These support individuals are further described below:

Corporate Executive Team
Gill Barnett, CEO and Founder – Gill Barnett, CEO and founder of Parking Concepts and Transportation Concepts, has been actively involved in the parking and transportation industry for over 50 years. He began his career as a parking attendant at the age of 17 and worked his way up to management by the age of 22. Noting the lack of quality customer care from the beginning of his career, Gill envisioned a company devoted to providing a level of customer service that would exceed expectations.

Dave Mueller, President – Dave joined Parking Concepts in 2006 as a Vice President. His experience includes many years in the car rental industry, both in the US and abroad. In addition, he was an executive with a San Diego-based national parking management organization. Dave’s senior management experience includes accounting, finance, operations, administration, business development, consulting services, as well as mentoring many successful leaders in the service industry. Following in the footsteps of Gill Barnett, Dave is most comfortable working alongside our associates, whether in the operations or in our corporate offices.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Rich Rogers, EVP / COO – Rich Rogers has been actively involved in the public transit industry for over forty years, with 20 of those years at the helm of Transportation Concepts. Mr. Rogers is responsible for the oversight of all Transportation Concepts operations and will ensure that the highest level of quality service is achieved and maintained for the City of San Clemente and its Trolley Operations service remains a success. As the Chief Operating Officer, he will see to it that TC’s operations meet company and contractual performance requirements to ensure that a safe, dependable, and responsive service is consistently delivered.

Mr. Rogers will be directly involved in any contract negotiation and will have direct responsibility fostering our working partnership with the City of San Clemente relative to contractual compliance and revisions as directed. Mr. Rogers will be instrumental in supporting the local team in implementing potential service and contractual changes throughout the term of the contract and will encourage and participate in regular meetings with the City’s Staff Administer and TC location management staff to ensure he is actively involved in the on-going performance and success of the Trolley system. Rich is based out of our Corporate offices in Irvine, CA and will be the primary proposal contact individual for the City of San Clemente.

Pankaj Sachdeva, Controller – Pankaj Sachdeva joined the Parking Concepts team in the role of Controller after accumulating more than 21 years of experience in finance and accounting management. He is an expert in budgeting, financial reporting, financial modeling, analysis, business planning, and process improvement. Before joining PCI, Pankaj held finance-related management positions in a variety of industries including skincare and the RV rental industry.

Zach Jefferson, Director of Human Resources – Zach possesses a wide range of knowledge and expertise in employment-related practices, such as recruitment, onboarding, affirmative action and EEO initiatives, and employee relations. Throughout his career in Human Resources, Zach has gained experience leading HR departments in the parking and transportation industry. Mr. Jefferson is responsible for developing and administering all employee-related programs to ensure compliance with all regulations governing labor on a federal, state, and local level. He provides pertinent information to all operating locations and monitors compliance. Areas of focus include training, EEO, Affirmative Action and Civil rights, labor relations, integrity, and compliance. Zach also acts as the liaison to attorneys, insurance companies and individuals, as well as with all our employees.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

4). Related Experience Starting back in 1982 with the operation of a six-bus shuttle operation at the Ontario Airport, through today, Transportation Concepts has enjoyed selective and measured growth. Currently, the company manages several separate Fixed Route and CommunityBased Shuttle contracts, all in areas that have their unique challenges. Our company operates these services utilizing a fleet of over 200 vehicles ranging in size from five passenger mini-vans minivans to full size 40-foot transit coaches. These vehicles are maintained and operated by Transportation Concepts, with most of the fleet utilizing alternative fuels. In addition, we have experience operating Electric / Zero Emission Buses in several locations since 2015.

Fixed Route, Deviated Fixed Route Services TC has over 20 years of experience operating fixedroute service in the local region with public transit agencies. This experience includes 14 years of
experience operating 15 buses for the Beach Cities
Transit System, 21 years of experience with the Palos
Verde Valley Transit Authority operating 8 buses, 8
years of experience with the City of Avalon operating
3 buses, as well as a seasonal fixed route contract with the Playa Vista Beach Community for the last 10
years, as well as community shuttle contracts for the Cities of Seal Beach and La Habra, both of which utilize funding through OCTA.

In addition, our talented and valued employees have been responsible for the operation of regularly scheduled services throughout the state including overall management responsibilities encompassing day to day administration of systems operating in rural transit environments as well as major metropolitan areas transporting over 5 million passengers per year. This includes routing and scheduling, safety oversight, vehicle and facility maintenance, road supervision and dispatch oversight, integration of technology, and of course vehicle operations. TC management has had experience in this type of service since 1987.

Shuttle/Circulator/ Rail Feeder Services TC has been providing shuttle services for over 40 years. In fact, we currently operate several shuttle
services of varying operating characteristics to
include seasonal community shuttles, college
campus shuttles, airport shuttles, and employer
shuttles. We are extremely proficient at providing
high quality, high capacity, short haul, high
frequency services. In addition, we provide other
special services including regular shuttles
connecting remote parking lots to employment centers; feeder services linking passengers from the train station to employment centers, and commuter services providing people transportation from designated parking lots in suburban areas to jobsites located in major City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

metropolitan areas. These services are one way we can contribute to improving the air quality of the communities we serve.

Management Philosophy As a smaller transit organization, our reputation means more to us than just turning a profit. Gill Barnett, the owner of PCI has always stated “If you take care of your customers and take care of your employees, they will in turn take care of the business.” This is one of the key reasons why Transportation Concepts has continued to meet or exceed expectations over the last 40 years. Another reason is that our company stands out when we are compared with other transit contractors. We do what we say we will do and do it well.

Although Transportation Concepts operates as a dba under Parking Concepts, the provision of providing exemplary transportation operations is the core business of Transportation Concepts. We do not have other businesses that divert focus from our primary objective with our clients, such as the City of Avalon, which is to transport passengers safely and effectively while creating a positive image for the community as well as our organization simultaneously. Our concentration remains on your service. Whenever additional support is needed, we have our regional staff that are committed to enhancing and supporting the local team in the areas of maintenance, labor, risk management, safety, technology, as well as any environmental concerns.

Over the last 40 years, Transportation Concepts has fostered a management approach/philosophy that is specific to the individual needs of each of our customers.

Although it is extremely important to have reliable corporate support, we believe that the service is only as strong as every member of the team. As we have demonstrated to our clients over these last 4 decades, our team will operate as a partner with the City staff in working towards the mutual goal of providing premier service to the residents and visitors that utilize the San Clemente Trolley Operations Service.

Ability to Perform Over the course of almost 50 years, Parking Concepts, Inc., dba Transportation Concepts has always’ fulfilled our contractual obligations and has never had a contract terminated early for cause.

Client References We invite you to contact our current clients for confirmation of our dedication, commitment, and excellent service standards and performance. At the end of this section, you will find testimony letters from our clients indicating the level of satisfaction they have for our organization.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Location Name BEACH CITY TRANSIT REDONDO BEACH
Redondo Beach, California
City of Redondo Beach
Diane Amaya
Acting Transit Manager
1922 Artesia Blvd
Redondo Beach, CA 90278
(310) 318-0610 x 3357
[email protected]
Nature of Services
Fixed route and curb to curb paratransit transportation services.

Approximately a 10-mile service area includes Redondo Beach, Hermosa Beach, Manhattan Beach and El Segundo. The vehicle fleet consists of 20 CNG powered buses, 15 of which are assigned to fixed routes. Responsible for dispatch, operation, supervision, and vehicle maintenance on fleet of City provided buses.

Term of Agreement 2010 – Present (14 years)
Type of Fleet
Dispatching System
Currently using a computerized dispatch system with GPS system.

Implementation of annunciator system and “Real Time” technology with GMV along with Metro TAP system
# of Employees 36
Annual Revenue $3.2 Million
Location Name AVALON TRANSIT
Avalon, California

City of Avalon
Audra McDonald
Previous Transit Manager
410 Avalon Canyon Rd
Avalon, CA 90704
(310) 717-9773
[email protected]
Nature of Services Fixed Route Shuttle and Dial-a-Ride Transportation services throughout the City of Avalon, using a fleet of 2 buses for the Fixed Route and 2 for the Dial-a-Ride. Responsible for dispatch, operations, supervision, and provision of coordinating vehicle maintenance on fleet of City and TC buses.

Term of Agreement 2016 – 2024 (8 years)
Type of Fleet
Dispatching System
Utilizing “Simpli Transit” computerized dispatch system along with an AVL system and Swiftly for real time technology.
# of Employees 13
Annual Revenue $850k
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Location Name PLAYA VISTA SHUTTLE
Playa Vista, California
Playa Vista Parks and Landscape Organization
Dawn Suskin
Executive Director
6200 Playa Vista Drive
Playa Vista, CA 90094
(310) 437-6070
[email protected]
Nature of Services Seasonal Community Beach Shuttle. The vehicle fleet is comprised of 5 Type 7 CNG buses. Responsible for dispatch, operation, supervision, and vehicle maintenance on fleet.

Term of Agreement 2013 – Present (10 years)
Type of Fleet
Dispatching System
Currently using fully automated computerized dispatch system “Simpli” with a GPS system and Transloc for AVL.
# of Employees 9
Annual Revenue $500k
Location Name Palo Verde Valley Transit Authority
Blythe, California

PVVTA
George Colangeli
General Manager
415 North Main Street
Blythe, CA 92225
(760) 922-4900
[email protected]
Nature of Services Fixed route transportation services Vehicle fleet consists of 9 buses, Responsible for dispatch, operation, supervision, and provision of vehicle maintenance on fleet of agency buses.

Term of Agreement 2003 – Present (21 years)
Type of Fleet
Dispatching
System
Currently using GMV GPS/ Passenger Information System, AVL fleet tracking capabilities as well as a digital on-board video surveillance recording system
Number of
Employees
16 Annual Revenue $1.2m
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

Location Name LAWNDALE BEAT FIXED ROUTE SERVICE
Lawndale, California
City of Lawndale
Jason Minter
Director of Community Services
14717 Burin Avenue
Lawndale, CA 90260
(310) 973-3272
[email protected]
Nature of Services Fixed route transportation service serving the City. The vehicle fleet consists of three (3) type 7 CNG buses. Responsible for information calls, operation, supervision, and vehicle maintenance on the TC provided buses.

Term of Agreement 2023 – Present (1 year)
Type of Fleet
Dispatching System
Currently using GMV GPS/ Passenger Information System, AVL fleet tracking capabilities as well as a digital on-board video surveillance recording system
Number of
Employees
6 Annual Revenue $850k
City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

5). Cost and Cost Proposal
The following are the required pricing forms taken from the RFP. As requested, these are broken down by the hourly rate for the Trolley service, as well as the additional shuttles for the potential re-establishment of the Green Line Service.

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

City of San Clemente `
Proposal for the San Clemente Trolley Operations Service

6). Statement of Compliance

Please refer to page 2 of our Cover Letter whereupon we specifically address full compliance with both the RFP and the City’s Professional Standard Services Agreement without exception.

7). Other Information

We believe we have addressed all specific sections of our proposal as detailed as possible while being concise, and do not need to include any additional information.