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Request for

Proposals

Taxicab Services Agreement

Des Moines Airport Authority

Due: January 16, 2018 - Before 1 PM

Submitted by:

Randy Sackett, President

Trans Iowa, LC

1550 E Army Post Road

Des Moines, IA 50320

PH. 515.256.4545

January 16, 2018 Taxicab Services Proposal

Trans Iowa, LC d/b/a Yellow Cab Company

Trans Iowa, LC d/b/a Capitol Cab Company

1550 E Army Post Road, Des Moines, IA 50320

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Table of Contents Cover Letter .................................................................................................................................. ii Section A – Proposal Administrative Items ....................................................................................................................1 Letter to the Authority Board ......................................................................................................2 Qualifications and Relevant Experience ....................................................................................3 Management Plan .........................................................................................................................6 Warranties by Proposer..............................................................................................................40 Section B – Business Organization General Information ...................................................................................................................41 Corporation Statement ...............................................................................................................42 Section C – Qualifications Statement Business Experience ....................................................................................................................43 Financial Information .................................................................................................................46 References ....................................................................................................................................49 Bank References ..........................................................................................................................49 Section D – Additional Information Request for Modifications to Taxicab Services Agreement ..................................................51





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Alan H. Graff, Director of Operations Des Moines Airport Authority 5800 Fleur Drive, Ste. 207 Des Moines, IA 50321

Re: Request for Proposals – Taxicab Services Agreement, Des Moines Airport Authority Dear Mr. Graff:

On behalf of Trans Iowa, LC d/b/a Yellow Cab Company and Trans Iowa LC d/b/a Capitol Cab Company we are pleased to present this proposal in response to the RFP for Taxicab Services Agreement issued by the Des Moines Airport Authority. Trans Iowa agrees to be bound to the terms of the RFP with modifications mutually agreed to by Des Moines Airport Authority (Authority) and Trans Iowa. Trans Iowa is incorporated in the State of Iowa and is in good standing with the Iowa Secretary of State.

Trans Iowa is the local industry leader in providing safe and reliable transportation in

Des Moines and throughout Iowa and we have a long and documented history of

giving extraordinary customer service. As described in our proposal, our customer

service advantages include a comprehensive local team of qualified and committed

personnel, superior drivers and vehicles, advanced technology and superior quality and

reporting systems. These and other enhancements are described in our proposal.

As the largest transportation firm in Des Moines, we take our responsibilities very

seriously as an employer and an active member of this community. Services like those

described in this proposal are what we do for a living, and our level of excellence in

both transportation and in customer service will show up in the quality of the service

you and your clients will receive.

I, Randy Sackett, President, 1550 E Army Post Road, Des Moines, IA 50320, (515) 256-

4545, [email protected] am authorized to bind Trans Iowa, LC.

Sincerely, Randy Sackett, President Trans Iowa, LC 1550 E Army Post Road Des Moines, IA 50320 PH. 515.256.4545

[email protected]

mailto:[email protected]





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Section A Proposal

Administrative Items

Affirmation By signing the Letter to the Authority Board (page 17) and submitting

a complete proposal (items listed on page 11), the Proposer gives the

following assurances and information and covenants that the

Proposer is fully qualified to provide the required Taxicab Services at

the Airport. The Proposer further affirms that the following submitted

information is true and accurate and may be relied upon by the

Authority in evaluating the proposal.

Instructions Each Proposer shall submit one (1) clearly marked original and two

(2) copies, along with one (1) digital version of the proposal on a USB

flash drive. Each proposal shall be sealed, clearly marked and

contain all the items listed on page 11 of Part 1.

Receipt of addenda Receipt is acknowledged of the following addenda (Proposer shall list all addenda received and include this page within its proposal):

1. Addendum 1

2. Addendum 2

3.

4.

Receipt is acknowledged of the following addenda (Proposer shall list all addenda

received and include this page within its proposal):

1. Addendum 1

2. Addendum 2

3.

4.

Right to negotiate Proposer acknowledges that Authority retains the right to negotiate any terms and/or conditions of the Agreement prior to execution of the Agreement by the Authority Board.

Proposer acknowledges that Authority retains the right to negotiate any terms and/or

conditions of the Agreement prior to execution of the Agreement by the Authority

Board.

Required Information The management plan and any additional information submitted with the

proposal which are not on the forms provided in Part 2 must include the following information on each page:

Proposer's name Date of proposal The words "Taxicab Services Proposal"

The management plan and any additional information submitted with the proposal

which are not on the forms provided in Part 2 must include the following information on each page:

Proposer's name Date of

proposal

The words "Taxicab Services Proposal"





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Letter to the Authority Board

Date: January 16 , 2018

TO: Authority Board

Des Moines

Airport Authority

SUBMITTED BY:

Proposer: Randy Sackett, President

Proposer’s Company: Trans Iowa, LC

Mailing Address: 1550 E. Army Post Road

City, State, Zip: Des Moines, IA 50320

SUBJECT: PROPOSAL FOR TAXICAB SERVICES AGREEMENT AT DES MOINES INTERNATIONAL AIRPORT

I, the undersigned, acknowledge that I have: carefully read, examined and understand the

RFP, the attached draft Agreement and the Taxicab Services opportunity; guarantee our

proposal meets or exceeds specifications contained in this RFP document; and warrant that if

the proposal is accepted, we will contract with the Des Moines Airport Authority in the form of

a Taxicab Services Agreement in the form attached and comply with the requirements of the

RFP and the executed Agreement. Any exceptions are described in detail and all requested

information has been submitted as requested.

I also affirm that I am duly authorized to execute the Agreement contemplated herein; that

this company, corporation, firm, partnership, or individual has not prepared this proposal in

collusion with any other Proposer and that the contents of this proposal including any terms

or conditions of said proposal have not been communicated by the undersigned nor any

employee or agent to any other Proposer or to any other person(s) engaged in this type of

business prior to the official opening of the proposal.

Print Name Print Title Signature



(If the proposal is submitted by a corporation the

corporate seal must be affixed to this proposal.) Seal Trans Iowa has no seal

Randy Sackett President





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Qualifications and Relevant Experience

Including but not limited to:

• Demonstrated past and/or current experience • Demonstrated past and/or current performance, including financial

Performance • Airport Experience • Managing an on-airport taxicab operation • Dropping off and/or picking up passengers at an airport • Compliance with established rules and regulations • Size of fleet • Complaint history and demonstrated complaint resolutions

Company History Yellow Cab Company has

been serving Des Moines since 1913 and its sister company Capitol Cab Company (formerly Ruan Cab Company) has been serving Des Moines since 1947. In 1999 Trans Iowa, LC was formed to purchase Capitol Cab Company and Yellow Cab Company from the Ruan family. Since its inception, Trans Iowa has embraced technology by implementing a computerized dispatch system (1999), accepting credit cards in taxicabs (2000), implementing GPS tracking of both vehicles and trips (2011), introducing The Yellow Cab Smart Phone App (2013) and implementing the Yellow Cab Network (in-vehicle entertainment, 2015). In addition to the technology solutions that have been implemented, the company developed and implemented a taxicab steward service at Des Moines International Airport (2000), implemented a taxicab stand and taxi steward for the Court Avenue Entertainment district (2008), provided security for the Court Avenue cabstand, and implemented a Federal Transit Administration (FTA) compliant Drug and Alcohol testing program for all drivers and safety sensitive personnel (2009). Transportation Experience

Trans Iowa operates the largest fleet in the state with a level of service that is unmatched. We take great pride in the reputation we have earned as leaders in our industry.





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Our fleet size is 80, for the combined Capitol and Yellow Cab company fleets and our vehicles ranging from 5-10 model years old. With our maintenance program we are able to operate some 10 year old vehicles that look and perform well. Our fleet size, experience, management, and current technology help us to provide a level of service that is superior to our competition. Our computer dispatching system, communications system, along with other resources and systems in place help us to qualify for this current RFP. Complaint History and Resolution In 2017 we provided over 390,000 trips and generated 1,950 customer complaints which represented 0.005% of our overall trips. We break customer complaints down in the following categories:

Complaint Category Complaints Received % of Complaints Validated

Late Service 1,482 1,306

Over-charges 175 117

Safety 117 39

Miscellaneous 176 20 Total 1,950 1,482

Our process for resolving customer complaints is to gather information from the customer, gather information from the driver and make a decision as to how we will resolve the issue. Late Service Complaints: This happens when demand for service exceeds capacity. When we receive questions of this nature, we work to mitigate these situations by working with our customers to adjust their requested pick-up times so that we have enough lead time to get to them on future trips. Over-Charge Complaints: These types of complaints are pretty straight forward. Again we will take the customers statement. Talk with the driver and if necessary use our vehicle tracking software to determine the route the driver took. If the customer is correct, we issue a refund for the difference to them. We resolve 100% of this type of complaint.

Safety Complaints: Our process is to gather information from customers or the public then interview the driver to get their information on what occurred then make a decision on how to address the issue. We resolve 100% of this type of complaint.





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Managing an on-airport taxicab operation The staff of Trans Iowa d/b/a Yellow Cab has a wealth of both experience and expertise in the taxicab industry; including reservationists, dispatchers and drivers, and many are cross trained to handle a variety of operational roles. This chart will demonstrate how we propose to deploy staff for providing the Authority with the proposed on-airport Taxicab Operation.

Team Members FTEs Start Up

FTEs Project Ongoing

% to this Project: Startup Period

% to this Project: Ongoing

Project Manager 1.0 1.0 100%

100%

Dispatchers /Supervisors 9.0 3.0 100% 33%

Fleet Manager 1.0 .5 100% 50%

Trainers 3.0 .5 100% 16%

Customer Service Representatives 6.0 2.0 100% 33%

Drivers

15.0

15.0

100%

100%

Quality Assurance Staff .5 .5 100% 100%

HR Manager .5 .5 100% 100%

Accounting Manager .5 .5 100% 100%

Mechanics 2.0 1.0 100% 50%

January 16, 2018 Taxicab Services Proposal/Management plan




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Management Plan 1. Quality of Service

A. Customer service methods: Describe what methods your organization will use to provide first-class service to Airport taxicab customers. Elaborate on your organization's method of measuring customer satisfaction and the results of prior measurements.

Service Delivery System Overview

The Trans Iowa service delivery system operates 24/7/365, providing over 7,500 door to door trips per week for residents of the Des Moines Metro Area and Central Iowa. A key element of our service delivery system is our Customer Service Center (CSC). The CSC receives trip requests from passengers, enters these requests

into our trip management system and monitors overall system delivery performance. The CSC is staffed with a Manager, Dispatchers and Customer Service Representatives who connect our 80 taxicabs and 135 drivers with customers. In addition to the above, the CSC staff is supported by an on-the-street driver supervisor and special service drivers. Trans Iowa provides an experienced management staff to support the CSC and our drivers. Our Customer Service Center (CSC) is staffed and available to the public, 24 hours/day, 7 days/week. The CSC is staffed with a Manager, Dispatchers and Customer Service Representatives who respond to customer calls, enter trips into the dispatch system, respond to driver concerns, and coordinate with multiple government agencies. In addition to the above, the CSC staff is supported by an on-the-street supervisor, driver trainers and special service drivers. Trans Iowa emphasizes quality service in its operations, and attempts to continuously improve its service, including the following dimensions:

Courteous, knowledgeable and helpful drivers, telephone operators and supervisors.

Vehicles that are clean, attractive, and well maintained, and with needed accessories including communication equipment and air-conditioning.





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Transportation in accordance with all applicable regulatory and contractual requirements and the laws of the land.

Service that is dependable and timely.

Screening, testing and training programs with complete record keeping for all drivers and staff. (Please see the significant presentation on these matters elsewhere in this proposal.)

Availability of additional related services that customers need.

Easy access to company, company information and service (e.g., telephone, information provided).

Quality monitoring and inspection programs that monitor quality service and procedures for taking action, including but not limited to dispatch monitoring and routine inspection of driver and vehicle service delivery.

Promotion of customer service, quality and exemplary service by drivers and staff.

Quick and decisive action on customer input, complaints, commendations and suggestions.

The breadth and emphasis of our quality control program is prevention and then on monitoring such that any deficiencies are discovered and remedied quickly.





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B. Staffing

Proposed Team and Experience Trans Iowa provides 24/7 door to door service to central Iowa, 24 hours per day/365 days per year. We are currently providing an average of 7,500 trips per week throughout the service area. Service is provided via a dispatch center, 80 taxicabs, and 135-155 employees, drivers and independent

contractors.

i. Total number of drivers: List the number of drivers your organization intends to assign to the Airport and what the expected annual turnover will be.

We plan to have 15 dedicated taxicabs and 24 dedicated drivers assigned to the airport operation. These vehicles/drivers will be backed up with the balance of our fleet in times of high demand. Typically we expect less than an 18% turnover rate in our drivers who have been with us less than a year.

ii. Driver employment standards: Describe the organization's process for hiring and training

drivers, including: a. Area and Airport familiarity testing b. Map reading ability c. Communication skills standards d. Uniform policy e. Grooming standards

Selecting/Training/Managing Drivers Our staff is made up of concerned, professional, qualified managers, trainers and drivers, who provide the highest quality service to the public. These individuals provide the direct source of customer satisfaction on every trip. Our process and procedures for providing qualified drivers: begins with an effective recruitment, selection and screening process continues with comprehensive new driver and follow up training (See Training

Modules described further in this section) and is then ensured in an ongoing manner by monitoring and effective management

techniques including: • Driver Recruitment and Selection Pools • Driver Qualifications and Minimum Standards • Background and Driving Record Searches • Selection Procedures for Drivers to Exceed Standards





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• Documentation and File Procedures • Follow-up on Driver Turnover and Other Efforts to Maximize Retention Expectation of appropriate grooming and appearance for all Drivers

Trans Iowa’s staffing includes qualified drivers with appropriate skills including but not limited to relevant experience, safe driving habits, and good physical health, ability to learn and successfully complete training programs and provide high quality service, and proper attitudes towards end users. We will ensure any subcontracted providers also agree to these requirements. An important policy assurance is that wherever the contract, our standards or any regulatory requirement vary in exact wording or content, our policy is that the more stringent applies. Additionally, drivers must meet all qualifications and licensing requirements of the local ground transportation regulation authorities. Drivers must clear background checks on their driving record and criminal record prior to driving. Personnel Safety Training Personnel, particularly the drivers, are taught what to look for in advance to reduce the possibility of accidents. Caution in all weather conditions from bright sunlight to the darkest stormy nights are covered in this program. Feedback from our drivers has always been positive after participating in this program; they comment that they are more alert in their own vehicle as well as company vehicles after attending. In the event that there is an accident or incident, we are prepared to respond and investigate in such a way to minimize any negative effects on the service we provide. Each vehicle is currently equipped with an “Accident Kit” which includes step by step written procedures for the staff to follow immediately following an accident. This written procedure proves beneficial because the anxiety and excitement following an accident can sometimes disorient a person when quick and precise decisions and procedures need to be followed. Passenger safety and medical personnel response are of the most important aspect of any post accident scene. After all persons involved are attended to by the appropriate personnel, then the post accident investigation begins. We train our drivers the importance of collecting as much information “at the scene” as possible. Our Accident Kit is the one tool available to the drivers that we hope they never have to use, but are confident that if needed, it will help keep the situation at hand under control.





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Staff Post-Training Testing & Regulatory Compliance • Ability to complete all required training programs • Ability to pass all applicable skills test. • Ability to pass a FTA drug test & receive a certificate from a qualified physician. • Ability to pass background record check including criminal search and MVR. • Knowledge of Americans with Disabilities Act (ADA) paratransit service

requirements and standards. • Demonstrated safety performance.

Drug and Alcohol Testing A written anti-drug and alcohol abuse policy, including pre-employment, periodic, random, and for-cause (also called reasonable suspicion, i.e., you smell alcohol on a driver’s breath or his eyes are bloodshot) post-accident screening criteria, is read and understood by all driver applicants. Prospective drivers must submit written authorization for inquiry about the results of prior drug and alcohol tests. A pre-employment drug test must be conducted on each driver applicant before hiring; failure to submit or a positive screen results in revocation of offer of employment. All test results must be obtained prior to any service start. Our Company is a Drug and Alcohol Free Workplace We abide by a D &A Policy which encompasses all aspects required by the City, State, and Federal Government. Employees are subject to pre-employment drug/alcohol screening and subsequently added to our random selection list. Our third party administrator performs the random selection process as well as insures that the percentage of drug and alcohol tests meet the requirements. Our employees are trained and required to sign off on our policy also. Training of all managers is conducted to insure awareness and techniques related to identification of possible violators. On-the-road safety spot checks and observations are performed by management from time to time to insure the safe operation of vehicles. Our Company Drug & Alcohol Screening Program

• PRE-EMPLOYMENT - conducted before an employee is hired to perform safety sensitive duties or transfers to a safety sensitive function from elsewhere in the company.

• POST ACCIDENT- conducted following an accident where a life was lost, the driver was cited and there is personal injury requiring medical attention, or if the driver is cited and the damage requires the vehicle(s) to be towed.

• RANDOM - conducted on a random unannounced basis prior, during or just after a safety sensitive function, e.g., driving etc.





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• REASONABLE SUSPICION- conducted when a trained supervisor observes behavior or appearance that is characteristic of drug/ alcohol abuse.

• RETURN TO DUTY- conducted on chauffeurs who test positive and must test negative before returning to work.

• FOLLOW UP- conducted on chauffeurs who test positive in the past and are subject to a minimum of six follow-up tests within 12 months following a return to duty as prescribed by the evaluating substance abuse professional.

Pursuant to Department of Transportation regulations, employees to be tested are selected randomly from a pool, to satisfy the DOT mandatory percentage requirements. Alcohol tests are performed using evidential breath testing devices (EBTs) approved by the National Highway Traffic Safety Administration. All such alcohol tests are performed by trained breath alcohol technicians, certified by the Drug and Alcohol Training Institute. Drug tests are performed using chain of custody collection and handling procedures in laboratories certified by the Department of Health and Human Services. Medical review officers will review and report test results. Employees who receive a positive result from a drug or an alcohol test are subject to immediate termination. If any counseling or treatment is necessary, the company will suggest treatment professionals for the employee to contact at his/her expense. Each new driver is provided with and acknowledges receipt of an information booklet on Controlled Substances & Alcohol Use and Testing, which provides an overview of rules on alcohol misuse and drug use.





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Driver Qualification/Licensing Process

We believe that an effective driver qualification process is essential for driver success, customer satisfaction and the safe operation of our vehicles. As such, we have a structured process to help provide a consistently qualified driver. The major steps of the driver qualification process are:

Driver Information Sheet: Here we are seeking basic background information about the driver, such current and prior address, how long they have lived in the area, date and place of birth and e-mail address.

Pre-Qualification Checklist: We ask the applicant a series of questions that is our list of “must haves” in order for the driver to continue the process. Some of the information we evaluate is: prior moving violations/accidents, felony convictions, other serious convictions involving harassment, drugs, fraud, assault abuse or theft, and OWI/DUI.

Drivers Work History & Personal References: We ask the applicant to provide a work history of all jobs for the prior three years and all commercial driving experience in the prior seven years so we can look for gaps in employment. This is important as it could expose problems in prior jobs that warrant further investigation.

Investigation & Evaluation of Previous Accidents & Traffic Infractions: If the driver has disclosed prior accidents, DWI/DUI convictions, license suspensions or criminal convictions, we ask for a detailed description. We evaluate this information to decide if we can continue the application process.

Prior Employment Safety Performance Information: If the driver has worked as a commercial driver, we will contact those prior employers to verify dates of employment, any drug or alcohol tests that were conducted.

Annual Driver’s License (MVR) Check: The next step of our process is to request an official Motor Vehicle Record for the applicant. This is verification of the information the applicant disclosed earlier in the application process.

Nationwide Criminal History Background Checks: While we are waiting for the MVR we also request a Nationwide Criminal History back ground check. This background check will look for criminal violations, sexual offenses and abuse offenses for the prior seven years.

FTA Approved Drug and Alcohol Testing Program: If the MVR and Criminal History Background checks are satisfactory, the next step is drug and alcohol testing.

Our drug and alcohol testing program is compliant with the requirements of the Federal Transit Administration and includes: Pre-employment, Random, Post Accident and Reasonable Cause Testing. We voluntarily test our drivers as we believe it is vital to the safe operation of our vehicles and provides another layer of safety for our passengers.





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HOW TO BECOME A TAXI CAB/TRANSPORTATION SERVICE DRIVER





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Taxicab Driver Licensing Checklist

Name_____________________________________________ Phone _________________________

By Step Complete

D

I

S

P

A

T

C

H

1. Driver Street Knowledge Survey (complete on-site)

2. Taxicab Driver Information Sheet

3. Taxicab Driver Pre-Qualification Form

4. Application For Taxi/Limo License

5. Copy of Driver’s License (verified Class C or higher)

6. Interview Observations

R

E

C

R

U

I

T

I

N

G

7. Completed TLPA Taxicab Driver Training Courses

8. Driver’s MVR for past 5 years

9. Local and National Criminal Background Check for the preceding 10 years

10. National Sex Offender Database Background Check National abuse registers *A match of an individual on the national registers shall automatically disqualify an individual from acting as a driver for a Vehicle for Hire Company

11. Watched Drug Video

12. Signed Drug Acknowledgement Forms

13. Signed Driver File Forms

14. Received New Driver Packet

15. Picture taken for ID

16. Sent for Drug Test

17. Complete HIPAA and Americans with Disabilities Act Training

D I S P A T C H

18. Scheduled In-Vehicle Drive Training

19. Completed In-Vehicle Driver Training

20. ID Made, Scanned and Given to Driver

21. File Scanned to Database and Forward to Lee





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iii. Number of drivers available by shift

Number of drivers per shift – 50 iv. Number of supervisors per shift

Number of Supervisors by shift – 3

v. Shift hours: Explain how your organization intends to provide an adequate number of taxicabs available for Airport customers by listing the proposed shifts of the drivers. Please note that taxicabs are required on the Airport one hour before the first plane takes off and one hour after the last plan lands, including delays. On-airport facilities: Describe the organization's on-airport facility requirements (office space, break room, rest room, etc.), if any.

We will hire additional drivers to handle the airport requirements. These drivers will be available at the airport 30-minutes before the arrival of the first flight and available 1-hour after the last flight lands. Subject to adjustment taxicabs will be at the airport from 7:00 am until Midnight. On-Airport Facilities Requirements: Taxicab Stewards Booth so the steward can get in out of the weather, Phone inside the booth and internet Access (we will supply our own computers)

C. Fleet size and operation. The Taxicab Services Agreement (Attachment 1) requires that Proposer

maintain and operate a sufficient number of taxicabs in its fleet to ensure adequate coverage for the proposed operation.

i. Number of vehicles per each hour of the day per terminal.

We plan to flex the number of vehicles up and down to meet the scheduled airplane arrivals. When arrivals are heavy we will have more taxicabs at the airport than when arrivals are light.

ii. Breakdown policy: Describe your organization's policy for responding to situations where a

taxicab with a customer has broken down before reaching the customer's destination.

Breakdown Policy: In the unlikely event that we have a vehicle breakdown, the driver contacts our customer service center and another vehicle is immediately sent to the location to continue the trip.





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iii. Dispatch and call-up system: Describe the organization's dispatch and callup system. Describe specific equipment and technologies to be used to provide for efficient management and operation of taxicab services, such as mobile data terminals, automated dispatching systems, Global Positioning System (GPS) technology, or other available technologies.

Trip Management System Trip requests can be for immediate pick-up, for a future pick-up or for recurring pick-ups. Once received the trip request is entered into our Trip Management System (TMS). Requests for immediate pick-up are instantly sent to a mobile display terminal (MDT) in each vehicle. Future and

recurring trip requests are automatically sent to MDTs 15 minutes prior to the requested pick-up time. The Trip Management System matches GPS coordinates of pick-up location with the GPS coordinates of each vehicle. Vehicles within three miles of the pick-up location are automatically offered the trip. Once a driver accepts a trip, the trip details are forwarded to them. TMS tracks each trip request, each trip being offered to drivers, the pick-up time, how long the trip took to complete, the trip amount and billing information. This information is displayed on a dashboard that is available to CSC staff to monitor system performance.

TMS System Overview

Customer

Requests

Customer

Service Center

Trip Management

System

MDT’s in Each

Vehicle

Meter-On

Meter-Off Available for next

trip

TMS Dashboard to Monitor All Trips





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iv. Fleet responsiveness to changes in demand

a. Daily: Describe how your organization would respond if a sudden surge in customer demand left no available taxicabs at the Airport.

b. Over term of agreement: Describe how your organization would respond if the demand for taxicab services changed significantly either up or down.

c. Improvements: Describe how your organization would make changes to the current passenger pick up and drop off locations which may improve service, efficiency, or safety.

Fleet Responsiveness to changes in Demand a. We have approximately 55 vehicles working throughout the city at any one time. These

vehicles are in addition to the taxicabs that would be working the airport. If there is a sudden increase in demand we will call additional cars into the airport.

b. See (a) above c. We would like to see the taxicab queuing area moved so that it is completely along the

west side of the service lane. The current arrangement requires a taxicab to cross the public lanes twice to get to the cab stand. The taxicab stewards booth ideally would be moved to the service lane (with electrical, phone, internet) however, we can work with the booth remaining at its current location.

D. Methods of payment: List how customers will be able to pay for taxicab services: For credit cards, a minimum of Visa, Mastercard, American Express must be accepted. Note: Customers should be able to make payment in the back seat of the Taxi.

Customers will be able to pay for taxicab services using Cash, Visa, MasterCard, American Express and Discover. Credit card transactions can be processed by the customer in the backseat of the taxicab via a monitor attached to the rear of the front passenger seat.





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2. Practices and Policies of the Organization

A. Self-policing procedures: Describe efforts your organization intends to implement to self-police drivers who violate the Agreement between the organization and the Authority, the Authority’s Commercial Vehicle Policy, the organization's driver employment standards or the organization's vehicle standards Include actions taken against drivers for violating the Agreement.

Depending upon the nature of the offence and after investigation of the circumstances we follow the following: • First offense: Warning and/or additional training if necessary • Second Offense: One week suspension from the airport. • Third Offence: Driver will be banned from pick-ups at the airport indefinitely. B. Personnel policies:

i. Equal employment opportunity practices: Describe the organization's efforts to have a work force that is ethnically and culturally representative of the local population.

Equal Employment Opportunity Policy It is Trans Iowa’s policy to employ, retain, promote, terminate, and otherwise treat any and all Employees and job applicants on the basis of merit, qualifications and competence. This policy shall be applied without regard to any individual’s sex, race, color, religion, national origin, ancestry, age, disability or veteran status.

It is the responsibility of all Employees to abide by and carry out the intent of the Company’s equal employment commitment.

ii. Sexual harassment policy: Describe the organization's policy for responding to instances of sexual harassment by members of its organization.

Sexual Harassment Policy Trans Iowa has a zero tolerance policy related to sexual harassment. All management personnel have been trained and have received sensitivity instruction on matters related to sexual harassment. All employees receive a copy of this policy which they sign for. Below is an excerpt from the introduction of our Sexual Harassment Policy: Sexual Harassment is a form of sexual discrimination. It was originally prohibited in the workplace formally by the Civil rights Act of 1964. Sexual Harassment is generally defined as an unwelcome behavior of a sexual nature.





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Unwelcome sexual advances, requests for sexual favors and other verbal or physical conduct of a sexual nature constitute sexual harassment when this conduct

• Affects an individual’s employment • Unreasonably interferes with an individual's work performance • Creates an intimidating, hostile, or offensive work environment

Employees are instructed that they can speak with our HR manager or any other manager if they think they are being harassed. At this time the employee is explained all of the options available for them to pursue. If they do not feel comfortable with speaking to a manager they have the ability to contact the Iowa Department of Human Rights of which the phone number is provided. Anyone determined to be sexually harassing another employee after a complete investigation has been conducted will be terminated.

C. Customer complaint resolution policy: Describe the organization's policy for resolving customer complaints. Include the degree of authority the organization delegates to drivers to ensure resolution of the complaint at the lowest level.

Quality Assurance As a part of our policy of continuous improvement and quality assurance, we will encourage our clients to present any suggestions that may help us to improve our service. Those complaints can be written or verbal, and we will respond immediately to address those concerns. Each complaint received will be documented, investigated, and acted upon, regardless of the source of complaint information. If the complainant leaves his/her name and telephone number, a follow-up is made with

the customer. We will carefully document all service issues; will create a management report for each such occurrence. In the case of complaints by a client about one of our drivers, the driver will be met with, and will possibly be asked to go through a re-orientation class regarding the issue that generated the complaint. We will record and keep records of all complaints, and we will look for trends and other data that might help us to enhance our training for new drivers. As stated earlier in this proposal, Trans Iowa has a policy of continuous service improvement as well as quality assurance and this philosophy will eventually succeed in reducing complaints as drivers are educated and as well as re-educated.





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Passenger Feedback We treat all service issues seriously, and we value all client feedback. We investigate each circumstance which gives rise to a complaint or service issue and will work to reach a satisfactory resolution for our client and/or members of the public. We view service issues, especially complaints as opportunities to improve our service through client feedback! We not only welcome client feedback, but we rely on our clients to keep us informed about their transportation experiences. This policy helps ensure that the drivers and employees maintain the professional standards required of all Trans Iowa team members. We are able to provide safer, more professional service with the knowledge we obtain from this process. Each incident involving a service issue will be handled in the following manner:

All Compliments & Complaints will be forwarded immediately to the Manager on Duty

Driver or Employee will be spoken to about the incident

Any actions necessary to resolve the incident will be taken Performance Measures Program performance Measures will be greatly facilitated by the company’s communication system which supplies detailed information on trip dispatching. Trans Iowa can create reports on Service Response Time, Driver Activity, Vehicle Utilization, Regional Activity and Account (client or group of clients) Activity. The trip report lists all completed trips for a specified parameter in a specified time period. This project will be monitored and evaluated on an ongoing basis by our experienced management team. We strongly believe that customer input is one of the most important methods available for monitoring service. This input includes complaints, compliments and suggestions. Acting on the input provides a method to reward or discipline, to improve procedures and to maintain customer relations. We do not see a complaint as a problem, but rather as an opportunity to improve something about our company that will allow us to offer even better service to the public. Trans Iowa always takes steps to eliminate or minimize the circumstances which give rise to complaints. As a part of its continuous improvement and quality orientation, the company will encourage customers to voice any dissatisfaction with the service or any suggestions, so that the service can be further improved. Complaints can be defined as any written or verbal communication provided to the company, to drivers, or to officials regarding adverse service.





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Each complaint received will be documented, investigated, and acted upon, regardless of the source of complaint information. If the complainant leaves his/her name and telephone number, a follow-up is made with the customer. Complaints, compliments, incidents, and suggestions received will be carefully documented on an input form. The form information will include but not be limited to:

• Initial Category: Complaint, Compliment, Incident, Suggestion, Other • Driver or Employee Involved and ID Number • Date and Time of Incident • Description of Incident • Person Contacting: Name, Contact Information • Supervisor Taking Report and Any Comments • Driver or Employee Response Attachment • Management Investigation • Management Action • Category (will be used in statistical tracking). • Manager Acting, Signature and Date • Feedback Record (Telephone, Mail, etc.)

D. Proposer/Driver business relationship: Describe the business relationship between the

organization and its drivers. Are the drivers employees, lessees or owner/operators?

We will use a combination of employee drivers and independent operator drivers. Independent operator drivers will be under exclusive contract with Trans Iowa, LC.

E. Accounting practices: Describe how the organization will respond to the contractually required accounting functions, as detailed in the Agreement.

Accounting Practices The accumulation of statistical information and documented collections for billing and other purposes are handled by our Controller. Our Controller will track daily work and accurately accumulate the information to provide the Authority with the needed documentation for billing and reporting. In accordance with the Authority’s requirements, provides accounting for all passengers, documents all cancellations and no-shows, provides mileage where required, and will meet the time deadlines for submitting bills. We will report this data to the Authority based on their requirements in the service agreement.





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F. Monthly trip reporting procedures: Describe how the organization proposes to report, on a monthly basis, the number and type of trips the organization's taxicabs make from the Airport. Please note that the number of trips will be calculated and billed to Proposer based on the counts produced by the Authority’s Automated Vehicle Identification (AVI) system. Proposer is also required to report the number of:

• Inbound trips with passenger count • Outbound trips with passenger counts • Registration number of any Airport Taxicab in Proposer's fleet that was out of service for more than fifteen (15) days during the month.

Our Trip Management System already referenced will track and generate monthly reports to be provided to the Authority.

G. Business Development: Describe your organization's measures and programs to enhance customer service and attract new customers, particularly non-Airport customers, including but not limited to:

i. Technology that provides the ability for the driver and passengers to easily and

expediently accept and process credit and debit cards electronically.

Our vehicles are equipped with a screen in the back seat that allows the customer to select Cash or Credit as a method of payment. If the customer selects Credit they are able to swipe their credit card through the devise to complete the transaction. In ether a cash or credit payment a receipt will be printed or e-mailed to the customer.

ii. Planned marketing and advertising budget during first year of operations.

We have plans to market the airport taxicab restructure through: a. direct mailers to our customers that stopped using taxicab to leave the

airport due to quality of service issues, and b. Des Moines International Promotions on the Yellow Cab Network





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3. Rates

A. Proposed rates charged to customers for each of the first three years of the agreement

i. Flag drop - $7.00 flag drop ($3.00 Authority Fee + $4.00 fee for driver and cab steward)

ii. Mileage charge - $2.00/mile

iii. Extra passenger charge - $.50 for extra passenger over 12 years old

iv. Minimum Trip Charge - $10/trip

So, a trip from the Airport to the Ruan Center would be approximately $16.50. * These rates are subject to adjustment based on discussion of items we would like to discuss under Requests for Modifications. 4. Per Trip Fee Paid to the Authority

The minimum acceptable Per Trip Fee is $3.00. Please note that the Per Trip Fee may be adjusted at the Authority Board’s discretion throughout the term of Agreement to cover unforeseen expenses incurred by the Authority for overseeing and managing the taxicab operations at the Airport.

We will collect a $3.00 per outbound trip fee from the customers and pay it to the Authority.





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5. Management Personnel

A. Organizational chart of management personnel

Organizational Chart

President Randy Sackett

General Manager

Lee Christensen

CSC Manager Heidi West

Driver Supervisor Scott Karnowski

Controller Carolyn Knittle

Shop Supervisor Mike Minikis

Spec. Service Drivers

Dispatchers & CSC Reps

Mechanics & Detailers

Accounting & Billing

Driver Trainers

Independent Contract Drivers

Project Consultant

Joseph Rubino

Driver Recruiting

Airport Stewards





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B. Duties/responsibilities of organization's on-site management team

President/CEO Establish and implement corporate policy, organizational structure and personnel performance objectives; work with respective department heads, ensure that all passenger trips run efficiently and on time; communicate and coordinate required activities with all regulatory agencies; be accountable for the program's daily execution, monitoring and customer service; be the lead person for all operational areas and provide continuous feedback client partners.

Working to achieve business goals through social responsibility planning; the oversight all aspects of the call center operations, with a focus on monitoring and increasing level of quality customer service; developing, enhancing and utilizing superior technology and wide-ranging information and metrics to direct the call center's operations. directing and coordinating activities between the dispatchers, customer service representatives and drivers to supply the highest level of on-time service; establishing call-center employee levels to ensure maximum customer service response as the demand increases, and facilitate a hire/training.

General/Operations Manager Develop, implement and maintain policies, procedures, and structure to support all aspects of operations, including internal and external operational and data reporting; coordinate all aspects of operations to ensure effective communication among all disciplines to generate the highest level of service; facilitate all company technology, including development management, functionality, and backup systems to ensure operational continuity. manage the installations of all vehicle hardware and software technology to ensure that the vehicles are available to dispatch solution; closely manage all communications, vehicle technology repair facilities, and driver services to ensure positive and robust communication between all critical components of the transportation facilitation team.

Customer Service/ Call Center Mgr. Help prepare and provide utilization reports for the critical project data, including the total number of taxi-style trips, driver no accept/reject reports, and numerous other data points that occur with every dispatched trip; assist drivers with mobile phone training, dispatch technology questions; approve and transmit driver deadhead mileage payments; upload new driver and vehicle information on trip system as received directly from drivers; facilitate any vehicle technology repairs through our fleet maintenance department; act as the main contact for project drivers for all customer solutions matters; investigate all calls, reports and conducts interviews to resolve issues within a 24 hour period; report directly to the operations manager.





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Driver Supervisor

Responsible for the recruitment, training and oversight of all new and existing drivers by means of structured training program and regular communication with the driver base; as road supervisor, ensure that all drivers perform to the highest standards of customer service excellence and comply with all state and federal regulations; maintain a comprehensive driver training manual and educational program that trains drivers on regulations, new technologies, business standards and customer service best practices, including ADA-compliant responsibilities and sensitivities when transporting passengers with disabilities; provide both written training materials and live dispatch tablets created specifically for a classroom setting; reports directly to the operations manager. Maintenance Supervisor Manage the installations of all vehicle hardware and software technology to ensure that the vehicles are available to dispatch solution; closely manage all communications, vehicle technology repair facilities, and driver services to ensure positive and robust communication between all critical components of the transportation facilitation team; facilitate any vehicle technology repairs through our fleet maintenance department; manage maintenance facility. Controller Develop, implement and maintain policies, procedures, and structure to support all financial controls and internal and external reporting; coordinate the reporting of all aspects of the corporation to ensure effective communication among all disciplines to generate the highest level of financial reporting and business growth; be responsible for all aspects of the company's accounting and financial functions, including accounts payable, accounts receivable, general ledger, payroll, cashiering and financial reporting - both front and back office accounting procedures; maintain fiscal control and the generation of timely and accurate data to allow management to direct the organization toward business objectives based on both historical and forecasted data create and submit all required data and financial reporting in a manner that is acceptable to the client agencies.





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C. Experience/qualifications of organization's on-site management team

Key Personnel

Randy Sackett, President: Randy brings over 30 years of transportation experience to the team. He spent 15 years working for Ruan Transportation in various roles before retiring as Vice President of Human Resources. He founded Trans Iowa 19 years ago and manages all aspects of the company. Lee Christensen, General Manager: Lee has been with Yellow Cab Company/Trans Iowa for 29 years. Lee is experienced in operations, driver management, vehicle maintenance and risk management. Heidi West, Customer Service Manager: Heidi has been with Trans Iowa for 10 years and is responsible for Customer Service Center staffing, training and resolution of customer issues and concerns. Scott Karnowski, Driver Supervisor: Scott has been with Yellow Cab/Trans Iowa for 18 years. Scott has worked his way up through our system, starting as a Taxicab Driver before moving to Business Development Manager and most recently as our on-the-street Driver Supervisor. Mike Minikis, Maintenance Supervisor: Mike has been with Yellow Cab for 13 years. Mike brings over 40 years of vehicle maintenance experience to our team. He is responsible for preventive maintenance, vehicle repairs and vehicle inspections. Carolyn Knittle, Controller: Carolyn brings over 30 years of public accounting experience and 18 years of private accounting experience. Carolyn has been with Trans Iowa for three years and is responsible for all financial functions of the company. Training and Training Capabilities of Management and Support Staff The Trans Iowa team members, from management and support staff to the independent contractor drivers are knowledgeable, well-trained professionals, dedicated to serving the needs of the DSM.





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Joseph M. Rubino, Project Consultant, is one the nation’s premier transit consultants and has worked on projects involving ground passenger transportation in 47 states. Mr. Rubino, whose career in the industry has spanned 44 years, 1st as an executive and now as a consultant, not only has great expertise in transit operations, business development, and regulatory issues, but he is also one of the most sought-after informational and motivational speakers in the industry. His expertise in passenger ground transportation includes taxicab, paratransit, non-emergency medical, ambulette/wheelchair lift van, shuttle van, charter bus, transit bus, limousine, ride-sharing and all similar forms of livery. His expert witness experience includes cases involving traffic accidents, passenger injuries, employee/employer disputes, as well as transportation regulatory issues. He is a featured columnist in the Transportation Leader, the Taxicab, Limousine, and Paratransit Association’s (TLPA) quarterly magazine, and has also spoken at every TLPA convention since 2000. He has published more than 600 articles, columns, reports and research studies on the transit industry and has made more than 400 industry speeches or presentations.

A pioneer in the fields of both paratransit and non-emergency medical transportation, Mr. Rubino and his team, in the 1970's and early 80's, created many of the industry protocols and procedures which are now utilized nationwide as best practices. Mr. Rubino has worked on national consulting projects for the Federal Transit Administration, the Transportation Research Board, the Veterans Administration, Easter Seals Project Action, and the TLPA. He has also conducted training seminars for both Michigan and Virginia's state DOTs and has worked with industry regulators in Oregon, Colorado, New Mexico, Kentucky, Illinois, Iowa, New York, Connecticut, Mississippi, Georgia, Florida, and Washington, DC. Mr. Rubino’s private sector client list has included the Special Olympics, Carnival Cruise Lines, Royal Caribbean Cruise Lines, Kaiser Permanente, Motorola, Blue Cross/Blue Shield, Humana HealthCare, Prudential, United HealthCare, Cigna, HealthSouth, Tenet HealthSystems, HCA Healthcare, LogistiCare, and Ericsson Communications.

In addition, Mr. Rubino is quoted regularly in national media. His comments on the for-hire passenger transportation industry have appeared in Forbes Magazine, Bloomberg News, the Guardian, Scripps Howard News Service, Watchdog.org, the Miami Herald, the Fort Lauderdale Sun-Sentinel, the Orlando Sentinel, the Florida Times Union, the Saint Augustine Record, the Washington Times, the Huffington Post, the New Orleans Times-Picayune, the Dallas Morning News, the Fort Worth Star-Telegram, the Denver Post, The Toledo Blade, the Transportation Leader, TLC Magazine, Long-Term Living Magazine, CBS News Ohio, Fox News Ohio, and in many other media outlets.





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D. Duties, experience and qualifications of any off-site management team.

See previous page.

6. Driver Policies

A. Safety and training programs: Describe the safety and training programs the organization has for its drivers. Also include all traffic violations (if any) any member/associate/employee of the organization has received during the past five (5) years. Provide a list of the violations received and how the violation was adjudicated (tickets received and their disposition).

Please see the attached “Pre-Qualification Questionnaire” for a list of minimum driver standards that must be met to driver for Trans Iowa, LC. Existing drivers must maintain these same driver standards to continue to driver for Trans Iowa, LC. These standards are checked annually by ordering a new MVR and a new criminal history background check. Any existing driver that falls below these standards is no longer permitted to driver for Trans Iowa. As of 1/1/2018 all our drivers are in compliance with our policies and standards

Driver Training Process

Once we have accepted a driver, they complete a vigorous training process before they are allowed to transport passengers. This training is a combination of classroom, in vehicle and ongoing training.

Classroom Training: Drivers start classroom training in our driver training center with an on-line training program developed by the Taxicab, Limousine and Paratransit

Association (TLPA). Candidates must successfully pass eight modules to proceed to the next step. These training modules include:

Introduction to Driver Education and English Language Assessment: Why you have made a good career choice; work requirements and conditions; why driver education is important; and an English language and U.S. currency assessment.





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Professional Service Delivery: Being a professional taxicab driver means a lot more than just driving passengers from one place to another. This module will teach you some things that you can do to become a more professional driver.

Passenger Relations and Effective Communications Skills: The most important decision you make each day is the attitude that you choose for yourself. In this course, you will learn about positive and negative attitudes, and ways of communicating your passengers. It’s all about understanding and controlling your attitude and how you show that attitude to others.

Basic Passenger Rights and Driver Service Responsibilities: Do you know how to assist a disabled or elderly passenger? What do you do if your passenger is blind and has a guide dog? How can you communicate with someone who is deaf or who has a speech problem? What about passengers with wheelchairs or walkers? Know how to help these passengers is not only part of providing good customer service, but it also is required by law or by regulations. This course will show you how to assist these passengers so that you can follow the law and also build your business.

Driver Safety and Health: In this course you will learn some tips that will help keep you in good health and safe while on the job. Good health practices include taking good care of yourself. That means eating right, exercising and getting good rest. And, it also means staying alert. These questions and more are answered in this course.

Defensive Driving: Defensive Driving is a critical skill for a professional driver because it is the best way to prevent accidents and keep yourself and your passengers safe. This course will show you how you can do that by reviewing safe driving techniques and showing you how you can avoid common driving mistakes.

Local Matters of Concern for Drivers: Taxicab companies and drivers are regulated by local government. You must know about the rules and regulations in your service area so that you can stay away from trouble with your company or government regulators. In this course, you will learn about local government rules and you also will be shown some of the best ways that you can learn all about your local area. Taxicab drivers that know their service area best are the ones that customers will keep coming back to and that means more business for you.





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Driver Business, Operations and Financial Management: This course includes important information for you on ways that you can increase rides and fares. By understanding how to generate fares, properly maintain your vehicle, and keep your finances in order, you will be well on your way to making your business a big success.

Classroom training also covers a variety of company procedures and service expectations:

Facility Parking – where to park/not to park Understanding the vehicle schedule & no show policy Sign Out / Sign in Procedures Vehicle Supplies – Be ready to drive Pre-trip Vehicle Inspections Report - Is your vehicle ready to perform? Driver Safety – Are you prepared for your shift? Expected Customer Service – Standards of customer care Charge Accounts & Charge Account ticket processing. Out-of-Town Minimums – Where and when they apply.

In Vehicle Training: Once a driver completes classroom training, they proceed to in-vehicle training with a driver trainer. This includes:

Overview of In-Car computerized equipment and meter Flat Rates: how to accept them and how to enter in system How to get directions from your in car computer system How to reset your system if the system is not responsive Airport Operation Procedures & stress that new drivers not go to the airport

until they know the city well and are familiar with the work requirements Open taxicab stands, how they operate and how you interact with them Fuel, wash and vacuum your taxicab at the end of each shift Driving test with a driver trainer 20-hours of on street training

Ongoing Driver Training: In additional to new-driver training, recurrent training

includes driver safety, HIPAA and ADA sessions.





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Cab Driver Training Guide Checklist Trainer Name ____________________________________ Date _______________

New Driver _________________________________________________________

Task Yes No Comments

In H

ou

se

Parking – Where not to Park

Reading Driver Schedule / No Show Policy

Sign Out/In Procedures

Supplies – Be Ready to Drive

Pre-trip Inspections

Driver Safety & Compliance

Expected Customer Service

Charge Account Procedure

Out-of-Town Minimum Rates

Meter/Rate Adjustments

Credit Cards Processing

Go the Shortest Distance on Trips

What to do when Car is O/S

Accident Policy & Procedure

Car Returned Washed and Vacuumed

Fill Out and Turn In Envelope

Cash Safe Operation

Turn in Availability Schedule

In C

ab

Computer Equipment

Flat Rates

How to Get Directions on the Computer

How to Reset Computer System

Airport Procedures (stress importance of not sitting at airport until knows city well and familiar with job req)

Open Stand Procedures

Fill Gas Tank to the Top





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B. Driver Compensation: Describe how drivers are compensated. Differentiate between owner/operator, lessees and employees (whether union or nonunion).

Drivers are independent contractors who are compensated based on the money they receive directly from passengers via the metered rate.

C. Grounds for dismissal: Describe under what conditions drivers are terminated from the organization.

See answer to Driver Policies above.

D. If vehicle is leased by driver, describe after-hours driver sublease policy.

Vehicles are leased to drivers on a daily basis. No sub-leasing is allowed unless the sublease driver has been approved as a driver by Trans Iowa.





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7. Vehicles

A. Vehicle safety standards, policies and preventative maintenance program: Describe the vehicle safety standards, policies of the organization and preventative maintenance program for the vehicles that service the Airport.

Vehicle Maintenance

We operate a full-service maintenance facility to address any problems that arise on a daily basis, perform periodic preventative maintenance inspections and make any necessary repairs. Our facility is staffed with two journeyman auto technicians that handle everything from flat tires to engine/transmission replacements.

Our maintenance process starts with the driver. Our drivers are required to complete a Vehicle Inspection Report at the start of each shift. If any problems are noted the information is forwarded to our in-house maintenance facility to correct the problem.





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DRIVER VEHICLE INSPECTION REPORT (Turn form in at end of each shift.)

A. Independent Contractor Information

1. Name: 2. Unit Number:

3. Shift Start Time: 4. Date:

5. Mileage End: 6. Mileage Begin: 7. Total:

B. Cab Credentials/License

1. Car License Tag: Current Yes/No 2. Cab Plate: Yes/No

3. Insurance Card: Yes/No 4. Registration: Yes/No

C. Cab Forms

1. Charge Tickets: Yes/No 2. Blue Charge Tickets: Yes/No

3. Customer Receipts: Yes/No 4. Trip Sheet: Yes/No

D. Vehicle Inspection:

1. Engine Oil: Add/Full 2. Washer Fluid: Add/Full

3. Transmission Fluid: Add/Full 4. Coolant Level: Add/Full

5. Horn Operable: Yes/No 6. Lights Operable: Yes/No

7. Wipers Operable: Yes/No 8. A/C Operable: Yes/No

9. Fuel Full: Yes/No 10. Tire Pressure: Add/32psi

11. Interior Clean: Yes/No 12. Trunk Clean: Yes/No

E. Vehicle Damage F. Driver Comments

1. Mark Damage With an “X”

4

January 16, 2018 Taxicab Services Proposal/MANAGEMENT PLAN




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Preventive Maintenance Inspection – Each vehicle is given an on-the-rack inspection every 3,000 miles. This inspection includes: changing the lube, oil and filters, and checking lights, brakes, tires, and suspension components. Full Vehicle Detailing – Though drivers are required to return the vehicle clean at the end of each shift, we find that periodic vehicle detailing is still required. Our process includes detailing the dash, door panels and trunk area, cleaning the inside glass (front, rear and side windows) and shampooing the seats in the vehicle. Typically each vehicle will be detailed approximately every 10 weeks. Bi-Annual Inspections – In addition to the above, on a bi-annual basis we hire an outside shop to come to our facility and inspect our fleet. We find that this is a good quality check on our own shop as well as just being another set of eyes looking at the vehicles. We give the outside shop the authority to put the vehicle out of service if they find a safety item. The vehicle will remain out of service until any noted deficiencies have been corrected.





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B. Vehicle appearance standards: Describe the vehicle appearance standards of the organization for vehicles servicing the Airport.

TRANS IOWA, L.C.

BI-ANNUAL TAXICAB INSPECTION

This form is to be completed by the individual performing the inspection.

OWNER’S NAME: _______________________ DATE: _________________ Plate: _______

CAB NO. «CAB» MAKE: «MAKEMODEL» YEAR: «YEAR»

Items to be checked Pass Warn Reject Pass Re-inspect

1. Head lights

2. Brake Lights

3. Turn Signals

4. Tail Lights

5. Back up lights

6. Horn

7. Vehicle Glass

8. Windshield Wipers

9. Windshield Washer

10. Vehicle Body Damage

11. Trunk/Luggage Area

12. Tires R.F. R.R

13. Tires L.F. L.R

14. Shocks/Struts

15. Wheels & Rims

16. Alignment

17. Ball Joints

18. Rack /Idler Arm

19. Tie Rods

20. Suspension

21. Exhaust System

22. Brakes

23. Parking Brake

24. Current Registration

25. Current Insurance Card

A copy of this inspection will be kept on file in the Cab Company office located at 1550 E Army Post Rd. Des

Moines, Iowa 50320

I HEREBY CERTIFY THAT ON THIS DATE I HAVE INSPECTED THE ABOVE DESCRIBED

VEHICLE.

Inspection Station Name _______________________________________________________

Street __________________________________ City __________________

Inspector’s Signature Passed ( ) Rejected ( ) Date

Inspector’s Signature Passed ( ) Rejected ( ) Date





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C. Describe the organization’s proposed method of display of rate schedules.

Rate schedules will be posted on a decal on the right rear window of the taxicab so it is visible to the passenger upon entering the taxicab. D. Advertising on Vehicles: Describe the organization's plan to utilize its vehicles for advertising (if

any) and the method of requesting approval from Authority before installation of all proposed advertising.

We sell advertising on the rear windows of our taxicabs as well as on the in-car Yellow Cab Network. The ads that we currently are running are “Driver’s Wanted”, “Advertise with US”, promotion of the “Yellow Cab App”, Excerpts from the ABC News, Jimmy Kimmel show and Jeopardy Show as well as a public service announcement for the Jeffery Modell Foundation. Due to our contractual relationships with ABC and other national advertisers we will not be seeking approval from the Authority on current or future advertising. E. Method of accommodating elderly or disabled customers needing lift equipped services: Describe

the organization's plan for accommodating customers needing lift-equipped taxicab services.

We will make our best effort to provide information about wheelchair accessible transportation options to those that need specialized service.





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Section B Business Organization

General Information

Instructions For Section B, all Proposers are required to submit a completed General

Information form and then fill out the remaining forms that pertain to the Proposer's type of business entity (Example: If business entity is a corporation fill out the General Information form and the Corporation Statement).

Business

Information Fill in the following information exactly as it is to appear on the Agreement; if operating under a fictitious name, so indicate.

Name of Firm: Trans Iowa LC d/b/a Yellow Cab Company, Trans Iowa, LC d/b/a Capitol Cab Company

Business Purpose

of Proposer: Provide taxi transportation to DSM Airport Authority

Principal Office Address: 1550 E Army Post Road

Des Moines, IA 50320 Telephone #: 515.256.4545

Facsimile #:

Form of business entity

Please check the box that describes your business entity.

☐ Individual Corporation

☐ Partnership ☐ Joint Venture

☐ Association ☐ Other





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Corporation Statement Corporation Information If your business is operating as a corporation, please answer the

following questions:

When incorporated? 1999

Where incorporated? Iowa

Is the corporation authorized to do business in Iowa?

Yes ☐ No

If yes, as of what date? 8/20/1999

Is the corporation held: ☐ Publicly? Privately?

Directors' Information Please supply the following information for each and every Director.

(Attach additional pages, if necessary.)

Director’s Name and Address Principal

Business Affiliation (Other than Proposer’s

Directorship) Officers'

information

Randy Sackett Trans Iowa, LC

Officers’ Information Please supply the following information for each officer. (Attach additional

pages, if necessary.)

Officer’s Name Position

Randy Sackett President, Owner

Action required Please attach a certified copy of the relevant portion of the bylaws or

resolution of the Board of Directors of the corporation showing the authority of the Officer signing the proposal to execute contracts on behalf of the corporation.





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Section C Qualifications Statement

Business Experience Taxicab Experience The Proposer has managed or operated taxicab services at the

Following locations (specifically indicate any experience managing or operating at an airport):

Date:

From 1999 To Present

Location: Des Moines International Airport

Contac t’s Name: Des Moines Airport Authority

Contact’s Phone Number: (515) 256-5100

Date:

From __________________ To _____________________

Location: Contac t’s Name: Contact’s Phone Number:

Proposer's The Proposer has operated under its current name since_1999

operating name a period of years and months, and the Proposer (if such be the case) formerly operated under the name: NA







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Business Experience (Continued) Proposer's The Proposer has been unsuccessful in retaining its taxicab agreement at the Unsuccessful following locations during the past five (5) years (list all sites where Operations agreements have expired or been terminated, whether or not the Proposer sought a subsequent contract).

None

Current litigation The Proposer is ☐ is not

currently involved in litigation. (If the answer is in the affirmative, please identify the business location and give such information as is required to explain the circumstances.)

Routine traffic accident in Des Moines, Iowa regarding which vehicle had

the green light at an intersection.

Proposer shall list in its proposal a brief description of complaints received Complaint about the organization or individual drivers within the organization for the History past 5 years. Proposer shall also provide the corrective action taken and/or (January 1, 2013 resolution for each complaint. - present)

In its response, Proposer shall provide information regarding Proposer, any principal, member, or persons owning or leasing any of its vehicles:

Citations for operating a taxicab for hire without the required permits or licenses or received any infractions or misdemeanor citations while operating a taxicab.

NONE

Violations of any taxicab operator's license agreement.

NONE

Litigation. Provide details about the litigation as well as the final decision, if any;

We have had litigation surrounding traffic accidents. All have been settled except for a suit recently filed which is in the preliminary stages see above.

Any other formal complaint, inquiry, or investigation by the City of

Des Moines, the Iowa Highway Patrol, Iowa Department of Motor Vehicles or any other federal, state or local agency;

NONE





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Business This information will be evaluated by the selection committee.

Experience (Continued)

(Proposers shall attach additional sheets to fully explain circumstances)





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Financial Information See last page of Financial Information Disclosure of In the event the Proposer requests that the Des Moines Airport Authority Financial receive and maintain any of the following financial information in confidence, Information the Proposer understands that the Authority has reservations as to whether any such information may be exempt from disclosure under the Iowa Open

Records Act, Iowa Code Chapter 22. The Proposer agrees that the Authority may make such disclosure or

reproduction of such financial information as is deemed necessary or convenient by the Authority, its officers, agents, or employees, for the Authority’s use in proposal evaluation and comparison; provided however, if any person makes a request as contemplated by the Open Records Act to review or be provided with copies of such financial information or any part thereof, and the Authority denies such requests, immediately upon notification thereof, the Proposer agrees to defend the Authority and its officers, agents, and employees against any action resulting from denial of such request and agrees to hold the Authority and its officers, agents and employees harmless from any costs, expenses and damages that may result.

If the Proposer fails to promptly provide such defense, the Authority, its officers, agents, and employees shall be free to grant such requests, and the Proposer shall be deemed to have waived any cause of action whether in law or in equity, that it may have against the Authority respecting such disclosure.

Hold harmless The Proposer agrees it shall indemnify and hold harmless the Authority, its officers, agents, and employees from any and all claims, costs, liabilities, or damages, including attorney's fees and court costs resulting from the Authority's or Proposer's acts or omissions pursuant to its disclosure under

the Iowa Open Records Act.

Submittal of For the purpose of establishing a clear picture of the Proposer's financial Financial capability and current fiscal operating position, the Proposer herewith Statements submits financial statements including profit and loss statements for the two

most recently completed fiscal years. Each such statement either bears the certification of the independent Certified Public Accountant who originally audited and certified such statements or the signature of the Proposer's Chief Financial Officer if such statements are unaudited.





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Financial Information (Continued)

Bond or surety The Proposer ☐ has has never

cancelled or had a bond or surety cancelled or forfeited. If the response is in the forfeited affirmative, state the following:

Name of Bonding Company:

Date cancelled:

Amount of Bond:

Reason for cancellation or forfeiture:

Bankruptcy The Proposer ☐ has has never

been adjudged a bankrupt (Chapter 7), or petitioned the court for relief under the Bankruptcy Code or Act for either business reorganization (Chapter 11) or the Wage Earner's Plan (Chapter 13). If the response is in the affirmative, state the following:

Date petition filed: _____________________ _

Case number and jurisdiction:

Amount of liabilities and debts: __ ______________ _

Date of discharge or successful completion of reorganization or wage earner's plan: Current status: __________________________________________





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Financial Information (Continued)

Unfavorable The Proposer ☐ has has never audit

received an unfavorable audit of its financial performance in conjunction with contractual agreements. Unfavorable here is defined as an error in payment equal to or in excess of three percent. If the response is affirmative, please state the following:

Name of Business:

Location of business: ________ _________________________ _

Date of audit: _____________________

Explanation of audit discrepancy:

Financial Information Disclaimer

Proposer is a closely held private entity and as such will not put it ‘s financial information into the public domain for possible disclosure under the Iowa open records act, Iowa code chapter 22; nor will proposer be put into the position of defending the Authority for request under the Iowa open records act. Notwithstanding the above, proposer will make its bank references available to the Authority.





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References Business The Proposer submits herewith the following list of persons or firms (at least References three) with whom the Proposer has conducted financial transactions crucial

to its taxicab business during the past two years and who may be contacted by the Authority. If firms are used, give the name of the department and/or person whom we may contact.

Proposers are to attach a letter of reference from each of the persons or firms listed below. Business Reference #1

Matt Johnson Paratransit Manager Des Moines Regional Transit Authority 620 Cherry Street Des Moines, IA 50309 (515) 283-5013 Business Reference #2

Annie Uetz Director of Case Management Polk County Health Services 2309 Euclid Avenue Des Moines, IA 50310 (515) 883-1597 Business Reference #3

Scott M Anderson Access2Care Regional Director, Central/NE Region 525 SW 5th Street, Ste. E Des Moines, IA 50309 (515) 657.5160

Bank references The Proposer herewith submits a letter from each of the following bank

references indicating the Proposer's credit standing and the Proposer's ability to undertake the operation of the proposed Agreement.

Important: At least one bank reference and letter shall be submitted.

Bank Reference #1

Bank: Great Western Name: Michael J. McCoy, Vice President, Commercial Lending Address: 2770 8th Street, SW, Altoona, Iowa 50009 Phone: (515) 967-1492





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Bank references (Continued)

Bank Reference #2

Bank

Name:

Branch:

Address:

Phone

Bank Reference #3

Bank

Name:

Branch:

Address:

Phone





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Section D. Additional Information Trans Iowa has all requisite licenses and insurance to perform the work described in the RFP.

Requests for Modifications Taxicab Services Agreement

Des Moines International Airport Taxicab Services Agreement

1. 2.2 (a) (4) Taxicab Shift Hours. We would like to discuss the required shift hours (1-hour before and 1- hour after the first/last flight). This is a very high cost requirement that would make taxicabs less competitive than other ground transportation options at the airport such as ride share operations.

We feel that by analyzing passenger arrival data with airport operations we can craft a better solution in this area. For example, Arrivals are heavier on Monday and Tuesday mornings than they are on Saturday and Sunday mornings and could require a different level of support.

2. 2.2 (a) (5) Taxi Starter Service. We would like to discuss the required shift hours (1-hour before and 1- hour after the first/last flight). This is a very high cost requirement that would make taxicabs less competitive than other ground transportation options at the airport such as ride share operations.

We feel that by analyzing passenger arrival data with airport operations we can craft a better solution in this area. For example, Arrivals are heavier on Monday and Tuesday mornings than they are on Saturday and Sunday mornings and could require a different level of support. During low demand times (i.e. Saturday and Sunday Mornings) our systems are capable of managing the driver que through our CSC via GPS monitoring (we will know if taxicabs are at the port) and reports from senior drivers working the port. Again an area that we would like to discuss.

3. 2.2 (a) (8) Navigation System. Our in vehicle passenger information system

(monitors in the rear seat) will provide passengers with a street map so they can watch the taxicab leave the airport, proceed to the destination and know that they are not being driven around in circles. However, on pick-up que operations such as the airport we do not have a way to enter the passenger destination in the system. If passengers want to see the destination information as well as a cost estimate, they can download our free smart phone APP and gather the information via this technology.





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4. 2.2(b) (2) Control of Airport Taxicab Service. We want to clarify our understanding of this paragraph in that if we are selected as the airport taxicab services provider and more than one taxicab service is selected to provide service that we have the authority to manage all taxicab operations including the option of banning drivers for the airport for infractions of the rules if necessary.

5. 2.2(c) (1) Personnel. We would like to discuss the requirement that a supervisor be at the airport during all hours of operation. There are times of high demand and times of low demand. In times of high demand (early mornings and late nights) for example, we would have a supervisor/taxicab starter on-site). During low demand periods we are able to monitor the airport via our CSC via our GPS systems. This is a very high cost requirement that would make taxicabs less competitive than other ground transportation options at the airport such as ride share operations.

6. 2.2 (d) (1) Age of Vehicles. We feel that using vehicle model year as a metric is a weak statistic. Internally we allow vehicles up to 10 years old based on the strength of our maintenance program. We currently have five 2010 model year vehicles setup and ready to go that have never been on the street as a taxicab.

7. 2.2(d) (6) Free Ride for Vehicle Breakdown. We have not had a problem with taxicabs breaking down with a passenger onboard. However it is possible that it could happen. We would prefer to deal with the passenger, our customer, directly as would United or American rather than have the Authority dictate our policy.

8. Addendum 1# Insurance. a. Worker Compensation: We will provide Authority proof of Workers

Compensation covering all employees used at the airport. However, independent contractor taxicab operators are not employees and not subject to coverage under our workers compensation policy of insurance.

b. Commercial General Liability Insurance: We will provide commercial general liability insurance coverage of $1,000,000/$2,000,000 as that is the standard in our industry.

c. Auto Liability Insurance: We will provide $1,000,000 per occurrence combined single limit covering Bodily Injury and Property Damage as this is the statutory requirement.

i. Governor Branstad signed House file 2014 (TNC/Rideshare Bill) that became effective on 1/1/2017. Section 326A (6) (2) set the liability requirement for taxicab operators at one million dollars.

ii. Compare and contrast the one million dollar auto liability requirement for taxicabs with the auto liability requirement for TNC’s that are only required to maintain





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1. $100,000 of liability insurance when the app is on but no passenger aboard; and,

2. $1,000,000 when the app is on and a passenger is onboard. iii. Taxicabs provide one million dollars of coverage whether

passengers are on board or not. iv. Taxicabs and TNC’s are in the same business. That of transporting

passengers from the airport property. Taxicabs need to be on a level playing field with TNCs.

Date post:	06-Jun-2020
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