1.0 SERVICE LEVEL AGREEMENT OVERVIEW
This Service Level Agreement (SLA) is intended to identify the basic services, and any agreed upon optional services provided by the Department of Transportation Services (DOTs).
This SLA covers July 1, 2023 – June 30, 2024 and will be reviewed and revised at the end of this period.
2.0 DESCRIPTION OF SERVICES
The Rutgers Camden Shuttle travels in a loop that services City Lots 15 & 16, the Law School, the Nursing & Science Building, the Joint Health Sciences Center, and the Business & Science Building Weekdays during the Fall & Spring Semesters, the Rutgers Camden Shuttle operates from 7 AM until 10 PM Monday-Thursday, and from 7 AM until 7 PM on Friday. There is no service on weekends, holidays and semester breaks. To reduce waiting time and to view a live GPS location of the shuttle please visit the Passio Go website for Rutgers University here: https://rutgers.passiogo.com or use the mobile app.
Detailed information can be located at https://ipo.rutgers.edu/dots/buses-camden
Bus Online Tracking - The Official Rutgers University App – Passio Go https://passiotech.com/mobile
Bus Route Descriptions & Schedules Monday through Thursday, the shuttle operates from 7:00 AM until 10:00 PM. From 7:00 AM until 8:00 AM and from 11:00 AM until 7:20 PM; shuttles will depart from City Lot 15 every 10 minutes. Shuttles will depart every 5 minutes from 8:00 AM until 11:00 AM; and every 20 minutes from 7:20 PM until its last departure from City Lot 15 at 9:40 PM. On Fridays, the shuttle operates from 7:00 AM until 7:00 PM; departing from City Lot 15 every 20 minutes.
3.0SERVICECOSTS
In developing the fiscal operating budget (Cost Pool), there are numerous assumptions and sensitivities that are addressed. These include but are not limited to:
1. Changes in aligned employees collective bargaining agreements.
2. Fluctuation in fringe benefit rates.
3. Rise in contract, equipment, and supply costs.
4. Rise in fuel cost.
4.0 SERVICE PROVIDER RESPONSIBILITIES
DOTs manages the service by providing oversight to Transdev. DOTs will communicate any service changes or issues with the service.
5.0 PROBLEM MANAGEMENT
DOTs works with Transdev directly if there are bus breakdowns or emergencies. All these issues are handled by DOTs and its provider Transdev.
5.1 SUPPORT & PROBLEM ESCALATION CONTACT LIST
6.0 KEY PERFORMANCE INDICATORS AND METRICS
• On time performance – Percentage on time by day/week/month
• Missed trips – Number of instances/percentage of total/root cause
• Fleet status – Percentage out of services/availability vs. demand
• Staffing status – Current vacancies/turnover percentage/staffing actions
• Accidents/Incidents – Accident/injury frequency rate/serious incidents
• Mechanical Road Calls – Number of instances/root cause
7.0 PERIODIC REVIEW PROCESS
This SLA is a living document and will be reviewed and updated at a minimum of once per fiscal year. Contents of this document may be amended as required, provided mutual agreement is obtained and communicated to all affected parties. DOTs will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.
8.0 OUT OF SCOPE SERVICES
Rutgers Charter Bus Rentals
All rentals are limited to Rutgers campus areas.
To submit an electric charter bus request, please complete this form.
https://park.ufcp.rutgers.edu/specialTransport/
For more information on the Rutgers Charter buses please email, charters@ipo.rutgers.edu
