Start with the operating plan
Ask how the provider turns your passenger list and schedule into a daily route. A credible answer should address mobility devices, wheelchair positions, boarding time, loading locations and who makes decisions when the plan changes.
Ask what is documented
Find out how reservations, assignments, arrivals, pickups, drop-offs, cancellations and no-shows are recorded. For funded or multi-department programs, ask whether invoice lines can be traced to trip records.
- Driver and vehicle qualification records
- Trip status and timestamp history
- Incident and exception escalation
- Program reporting and invoice support
Test communication before launch
Agree on day-of-service contacts, escalation paths and the cadence for program reviews. Communication should be designed before the first rider boards, not invented during the first disruption.