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 University Newark Campus Bus/Shuttle Service has various routes to provide reliable and safe transportation to certain schools and destinations within the City of Newark. The Newark area Campus Bus/Shuttle Service is provided to any person (student, faculty, and staff) affiliated with the University, New Jersey Institute of Technology [NJIT], and University Hospital. An affiliated person must show their valid ID in order to board the Rutgers Newark Campus Bus/Shuttle.
Detailed information can be located at https://ipo.rutgers.edu/dots/buses-shuttle
Bus Online Tracking - The Official Rutgers University App – Passio Go
You can track the buses live via the Passio Go website at https://rutgers.passiogo.com or via the Passio Go app here: https://passiotech.com/mobile
Bus Route Descriptions & Schedules
You can find all of the Route Schedules and Route Maps here: https://ipo.rutgers.edu/dots/buses-newark
Campus Connect
The “Campus Connect” route is designated to connect the various institutions in Newark. It will serve Rutgers University Newark, Rutgers Biomedical and Health Sciences Newark, NJIT, University Hospital. This route is in service Monday through Friday from 7:00 AM until 11:30 PM.
Campus Connect Express
This is an express version of the “Campus Connect” route, providing more frequent service between the main Rutgers Newark Campus and the Rutgers Biomedical and Health Sciences Newark Campus. This route will operate Monday through Friday from 9:05 AM until 3:25 PM.
Newark Penn Station Local
The “Penn Station Local” route provides transportation to and from Newark Penn Station out to the Rutgers Biomedical and Health Sciences Newark Campus, University Hospital, NJIT, and the Rutgers Newark Campus (via Blumenthal Hall). This route will operate Monday through Friday from 6:45 AM until 12:15 AM.
Newark Penn Station Express
This is an express version of the “Penn Station Local” Route, providing frequent service only between Newark Penn Station, the Rutgers Biomedical and Health Sciences Newark Campus and University Hospital during the AM and PM peak/rush hour periods. This route operates Monday-Friday mornings 7:00 AM until 10:00 AM, and afternoons from 3:00 PM until 7:00 PM. There is no “Penn Station Express” bus service between 10:00 AM to 3:00 PM and after 7:00 PM.
Newark Penn Station Midnight Express Security Shuttle
This route is only in service from 12:00 AM until 4:00 AM every day; providing transportation between Newark Penn Station and the Rutgers Newark Campus via Boyden Hall.
Car Service & Special Transportation Requests
Transportation Services provides pick up and drop off service to patients of some RBHS affiliated clinics. This service is arranged in advance by calling 973-972-4573.
For Special Transportation Requests, please complete and submit this form.
(https://park.ufcp.rutgers.edu/SpecialTransport/)
3.0 SERVICE COSTS
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 Transdev service provider and oversees the following services internally with Rutgers employees and management. DOTs will communicate any service changes or issues with the service.
For details on service please click on link https://ipo.rutgers.edu/dots/newark
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
Support Help Line
Name Role Phone Email
Bus Dispatch Dispatch
Support Contacts
848-932-7817
Name Role Phone Email
John Karakoglou Director of Transit Services
Domenick Rizzo Assistant Director of Transit Services
Escalation Contacts
848-932-4805 jkarakog@ipo.rutgers.edu
848-932-4811 domenick.rizzo@rutgers.edu
Name Role Phone Email
Henry X. Velez Vice President, Business Services
848-932-1011 henry.x.velez@rutgers.edu
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 service/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
Transportation Services provides pick up and drop off service to patients of some UMDNJ affiliated clinics. This service is arranged in advance by each clinic by calling (973) 972-4573. These pick-ups are called in by the clinics and Transportation Services dispatches a driver to the appropriate clinic for the pick-up and brings them to the university.
For more information on the Rutgers Charter buses please email, charters@ipo.rutgers.edu
