(a) In addition to all other conditions applicable to a Dispatch Service Permit, each Dispatch Service Permit Holder shall comply with the following performance standards:
(b) Minimum Dispatch Service Standards.
(1) A Dispatch Service must affiliate with at least 100 medallions. Dispatch Service Permit holders must comply with this requirement no later than six months after permit issuance. Failure to come into compliance within six months of permit issuance will result in the Dispatch Service Permit holder being placed on Administrative Probation pursuant to Section 1107(b)(2) below.
(2) Any Dispatch Service that does not meet the medallion affiliation requirement set forth in Section 1107(b)(1), shall be placed on Administrative Probation for not more than 90 days. If after 90 days the Dispatch Service cannot meet the medallion affiliation requirement, the Dispatch Service permit shall be automatically revoked and all affiliated Color Scheme Permit Holders shall affiliate with a Dispatch Service that meets the requirement.
(c) Dispatch Service Operational Requirements. A Dispatch Service must:
(1) Maintain and update an emergency plan that conforms to SFMTA requirements for Drivers and Dispatch Service employees to follow in emergencies, and file an updated emergency plan annually at the time of permit renewal.
(2) Answer all calls by humans, or by mechanical or other device, within six rings 365 days per year, 24 hours per day. At least one person shall be available to respond to calls at all times.
(3) Reserved.
(4) Require all dispatchers, operators, and/or call takers, to answer a call with the name of the Dispatch Service, and, upon request of the caller, to identify themselves with either a unique individual identifier or their legal name.
(5) Dispatch a vehicle from the Color Scheme requested by the caller in the event that two or more Color Schemes share the same Dispatch Service and may only dispatch a vehicle from a different Color Scheme if the operator first advises the customer of the Color Scheme of the vehicle that will respond to the call.
(6) Comply with all applicable state laws and regulations concerning Workers’ Compensation.
(7) Affiliate with an e-hail application provider that meets criteria established by the Director of Transportation.
(d) Found Property.
(1) Dispatch Service Permit Holders shall take reasonable measures to attempt to return Found Property to its rightful owner in a timely fashion. If the owner cannot be contacted, the property shall be held for safekeeping for a period of not less than 120 days. A receipt shall be issued to the Driver for each item turned in.
(2) If the Found Property is currency, is not currency but is of the value of $100 or more, is either a serialized item or an electronic device or contains owner identification information, within 30 calendar days the Dispatch Service Permit Holder shall transfer the property to the SFMTA, make a Police Report, and obtain both Police Incident Report Number and a receipt of the items processed.
(3) Dispatch Service Permit Holders shall advise passengers claiming to have lost property of value in a Taxi or Ramp Taxi, to make a lost property police report if their property has not been found. Color Schemes shall not inform customers to call 311 to report or recover Found Property.
(e) Minimum Dispatch Equipment Requirements. Each Dispatch Service permit holder must maintain at a minimum the following dispatch equipment and dispatch capacity:
(1) A hard-mounted driver information monitor or mobile data terminal capable of two-way communication to display and accept orders, which must be directly connected to the taximeter or connected to the taximeter as part of a secondary system such as a payment system;
(2) Integrated GPS to allow for nearest taxi distribution of available orders;
(3) Ability to dispatch entered orders based on vehicle type;
(4) Configurable polling time of vehicle data and status;
(5) Ability to report data on all orders entered into the system, including but not limited to: time and date, order status, drivers/vehicles rejected and drivers/vehicles accepted, all timing points of order (entry time, dispatch time, acceptance or rejected time, and trip completion time), abandoned and non-completed jobs, and driver login and logout status while on duty;
(6) Functional direct voice access and two-way communication with all affiliated Taxis and Ramp Taxis; and
(7) Dispatch equipment and system must be functional and active with 100% of the active fleet affiliated with the Dispatch Service Permit holder.
(SFMTA Bd. Res. No. 09-23, 2/23/2009; SFMTA Bd. Res. No. 09-077, 5/19/2009; SFMTA Bd. Res. No. 09-183, 10/20/2009; SFMTA Bd. Res. No. 13-218
, Ad. 9/17/2013, Eff. 10/17/2013; SFMTA Bd. Res. No. 15-036
, Ad. 3/3/2015, Eff. 4/2/2015; SFMTA Bd. Res. No. 170103-004, Ad. 1/3/2017, Eff. 2/3/2017; SFMTA Bd. Res. No. 170404-040, Ad. 4/4/2017, Eff. 5/5/2017; SFMTA Bd. Res. No. 181016-143, Ad. 10/16/2018, Eff. 11/16/2018; SFMTA Bd. Res. No. 210907-105, Ad. 9/7/2021, Eff. 10/8/2021)