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drivers are allotted a five minute maximum wait time after arriving at a passenger's home or a desired <br />location before the driver must leave and the passenger is required to call in for their return trip. <br />The maximum one-way ride time for any passenger shall not exceed 30 minutes from the time the <br />passenger boards or enters the vehicle except as may be required due to distance for out -of -county <br />trips. <br />The contractor is encouraged to consolidate unrelated passenger trips into one vehicle. The contractor <br />should attempt to consolidate trips whenever origins, destinations, and scheduled pick-up times are <br />such that reasonable service quality can be maintained. A trip is defined as one or more people with <br />the same origin and destination. If two people have different origins, but the same destinations, it Is <br />considered two trips. <br />Performance Monitoring <br />Monitoring is the process CCTS will use to oversee and check the Contractor's performance to be sure <br />that it meets the performance standards. CCTS reserves the right to use any or all of the below <br />monitoring techniques: <br />Financial audits <br />Customer surveys <br />U.S. DOT National Transit Database Reports <br />Monthly Management Performance Reports <br />Random Phone Calls <br />Unannounced visits <br />Undercover rides <br />Vehicle/Maintenance Record <br />Oversight <br />The Contractor will assign a Project Manager who will oversee the operation of the service with regard <br />to performance of work under this Agreement, and ensure that the Contractor performs satisfactorily as <br />accepted by CCTS, <br />16 <br />Atl chmenl number 1 In <br />F-4 Page 194 <br />