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Rochester Experience Accreditation

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Transportation

Transportation Standards

The following standards are requested to be met and completed to achieve the Experience Accreditation.

CUSTOMER SERVICE

Ability to make per-arranged reservations (on-line, mobile device, or by phone call).
Maintain acceptable wait times of 20 minutes or less for taxi service, 10 minutes or less from scheduled departure time for shuttle and trolley service.
Unannounced audits by secret shoppers will occur at least once a year.
Respond to all service remark tickets within 48 hours.
Transportation providers must collect a minimum of 20 Experience Dedicated guest surveys per month.
Companies must complete a monthly Experience Dedicated (ED) score card.
Company drivers must wear a company uniform and name tag while providing any type of public transportation service.
Company must allow for both cash and credit card payments for services.

LICENSURE, INSURANCE, INSPECTIONS AND MORE

Service must be offered within Rochester city limits.
All vehicles are 100% Smoke Free.
+All drivers, regardless of transportation service type, must obtain and display a city issued Driver Permit.
All drivers of vehicles designed for carrying 8 or more passengers, must obtain and maintain a valid DOT medical examiner's certificate.
All drivers of vehicles designed for carrying 16 or more passengers, must obtain and maintain a valid MN CDL driver's license.
If vehicle is designed for carrying 8 or more passengers, company must provide proof of a Motor Carrier Passenger Certificate of Authority.
All drivers, regardless of transportation service type, must show proof of passing a DOT-certified pre-employment drug/alcohol test and be enrolled by the company in a DOT-certified random drug/alcohol testing program administered by a DOT certified drug testing agency.
Company must submit an annual report showing the results of an inspection on each vehicle performed by an ASE certified mechanic and found to comply with all standards of safety prescribed by the laws of the state or city.
Company must have access to a vehicle in service that meets ADA accessibility requirements.

For taxis and vehicles designed to carry 7 or fewer passengers, company must provide proof of liability insurance covering each vehicle operated, having limits of not less than $300,000.00 for bodily injury to any one person, not less than $500,000.00 for injuries to more than one person which are sustained in the same accident, and not less than $50,000.00 for property damage resulting from any one accident.

For vehicles designed to carry 8 to 15 passengers, company must provide proof of liability insurance covering each vehicle operated, having limits of not less than $1.5 million combined single limit for bodily injury to any one person, for injuries to more than one person which are sustained in the same accident, and for property damage resulting from any one accident.

For vehicles designed to carry 16 or more passengers, company must provide proof of liability insurance covering each vehicle operated, having limits of not less than $5 million combined single limit for bodily injury to any one person, for injuries to more than one person which are sustained in the same accident, and for property damage resulting from any one accident.

STAFF DEVELOPMENT

Company customer service representatives are required to earn and maintain a Certified Tourism Ambassador™ certificate within three months of hire date.
Company must have a continuing customer service training program in place.
Internet access for all employees. 

 REQUIRED RESOURCES

Experience Rochester MN maps and travel planner available to guests.