pages: CityCouncil/2021-09-07.pdf, 13
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CityCouncil | 2021-09-07 | 13 | will be provided; expressed support for the needs of the paratransit program participants' being met. The Senior Transportation Coordinator responded staff is providing a recommendation for Eden Information and Referral, Inc. (Eden I&R) to provide a TNC concierge program; stated Eden I&R will act as the third party provider that will book trips for community members as well as providing monitoring and evaluation of trips; Eden I&R will help users through the process from beginning to end; the program targets the most vulnerable population; the program is replacing the former taxi subsidy program; the program is risk-averse and is the right time to provide the service. Mayor Ezzy Ashcraft expressed support for the work of Eden I&R. Alison DeJung, Eden I&R, stated Eden I&R has been operating a similar TNC program for the City of Hayward for a little over one year; most of the other cities in Alameda County provide a similar program for profit called Go-Go Grandparent; the program is a natural fit and provides the same callers with third party assistance and scheduling; the approach is holistic; there are valid questions and concerns about liabilities with Lyft and Uber; the City Attorney for the City of Hayward offered to connect with the City Attorney for the City of Alameda. Councilmember Herrera Spencer stated that she has not always had the best experience in using Uber; she would like to know how the drivers are being vetted and monitored; questioned whether there is a way to provide feedback from the consumer after each ride if a bad ride is experienced; expressed concern about the term of the contract. Ms. DeJung responded the concern over the feedback loop has come up in City Commission meetings; Eden I&R's goal for the transportation division is to implement a more robust feedback loop from clients. Lobsan Barrera, Eden I&R, stated the difference between Eden I&R and those using Uber and Lyft on their own is the attention provided; the program provides extra security for the client; the average pickup time in the transportation department is 12 seconds; Eden I&R has special health accounts, which differ from normal accounts; Eden I&R is only supplied with 4.0 out of 5.0 star rated drivers; any issues that occur during the ride are reportable to Eden I&R by dialing 2-1-1; the issues are relayed to Uber and Lyft; responses from Uber and Lyft are provided within 20 to 30 minutes; many success stories over the year have been provided from the City of Hayward; Eden I&R staff does not solely focus on patching rides, but also reviews and supervises the ride of each client from beginning to end; any discrepancies or suspicious activities are revewied to ensure and confirm the safety of riders. The Senior Transportation Coordinator stated some jurisdictions do not use third party providers and work directly with TNC's; staff is adding the extra layer of security for the most vulnerable population. Regular Meeting Alameda City Council September 7, 2021 5 | CityCouncil/2021-09-07.pdf |