Quality Services Subcommittee Operations Update Quality Services Subcommittee October 20, 2016

Report Card Performance Indicator Standard September 2016 FY16 On-Time Performance 91% 89.9% 91.3% Late 4 0.10% 0.18% 0.11% Average Initial Hold Time 120 sec 102 90 Calls on Hold Over 5 Min 5% 4.4% 3.7% Denials 1% 0.33% 0.41%

Questions? Note: Not only is fully loaded cost considered reasonable but also Diversified proposes lowest variable rate ($20+ per trip) of the four proposers. Impact of an increase in trips will thus be less severe with Diversified than with other proposers. Possible Questions: Q: Why should we approve this contract when the cost proposal is almost $2 million higher than that of Southland over the course of five years? A: Based on a strict and clearly defined evaluation critera, the five member evaluation panel gave Diversified the highest score. Staff applied a quantitative methodology to determine the score for cost. STI did indeed score highest on this criteria. But because we do not award contracts based on the lowest bid, once the scores were tallied, Diversified still came out ahead of the other four proposers. Q: Options for Board Answer: Award to Diversified based on our proposal Award to another company Request that staff goes out to bid with proviso that we can negotiate extension with current provider.