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9. System & Program Administration <br /> The City is solely responsible for the administration of the System and the Urbanized <br /> Area Formula Program for San Marcos Urbanized Area including compliance with FTA <br /> Circulars 9030.1E and 5010.1E including Certifications and Assurances, Master Agreement, <br /> Transit Award Management System(TrAMS), Electronic Clearing House Operation(ECHO) <br /> and National Transit Database (NTD). CARTS will assist the City in collation and usage of <br /> operational data. <br /> 10. Customer Service <br /> a. Customer Service Ride Line. CARTS shall maintain, for the City, a customer <br /> service ride line using local or toll free telephone numbers staffed with one or more live <br /> operators during regular hours of service for the receipt of System related inquiries, complaints <br /> or other communications. In addition, CARTS will provide for voice mail receipt of after- <br /> hours System related inquiries, complaints or communications. CARTS shall post notice of <br /> such telephone numbers in conspicuous locations within its facilities in the City and within <br /> any buses or trolleys operating in the System. CARTS shall respond promptly and courteously <br /> to, investigate and, using good faith efforts, attempt to resolve all complaints, inquiries and <br /> communications it receives. CARTS will assist the City in transitioning this function to the <br /> purview of the City. <br /> b. Complaint Reports. CARTS shall keep a record of the dates and times complaints <br /> are received and the dates and times the complaints are resolved by CARTS (or if not resolved, <br /> the good faith efforts used to attempt to resolve the complaint) and provide such record to <br /> the City Manager on a quarterly basis during the term of the Agreement. CARTS will assist the <br /> City in transitioning this function to the purview of the City. <br /> 11. Performance Reports <br /> CARTS shall collect and share data covering CARTS' operation of the System during <br /> the preceding month, the content and format of which will be mutually agreed upon by CARTS <br /> and the City. The City will request a quarterly report from CARTS for Disadvantaged Business <br /> Enterprise participation, Title VI complaints and Americans with Disabilities Act requirements. <br /> The City will request a monthly report from CARTS for ridership,total &revenue hours,total& <br /> revenue miles, wrecks, and major/minor mechanical failures. <br /> 12. Audit <br /> CARTS agrees to maintain accounts and records for all costs of operation of the System <br /> separate from all rural operations. Such records will be made available by CARTS to the City <br /> for inspection during normal business hours upon reasonable notice. <br /> City of San Marcos Public Transit System October 1,2020 <br /> CARTS Interlocal Agreement P. 5 <br />