Provider communication responsibilities:
- Contact methods
- In-vehicle info
- Operation rules
Operators must provide 24-hour communication channels for users, including a clearly displayed telephone number on their website, apps and electric scooters.
Operators must have a complaints handling process. Operators must be able to provide the Council with a record of their complaints and response times logs when requested.
When an incident has been referred to the operator by the Council’s call centre, the operator must promptly advise the Council how the matter was resolved within the following timeframes: Urgent safety issue 2 hours, Routine incident/complaint 12 hours.
Terms and conditions of use must be agreed by users when they use the electric scooters and these terms must promote safe and legal riding, and good parking behaviour.
Data Specification Requirements:
If requested, operators shall provide the Council with real-time information on the entire fleet through a documented application program interface (API). The data to be published to the API may include (but not be limited to) the following information in real time for every electric scooter:
1. Electric scooter identification number
2. GPS co-ordinate
3. Availability start date
4. Availability start time
5. Battery level
It is a requirement that anonymised data collected by the operator is shared with the Council, on request, to assist with ongoing network planning, facility improvements and the development of an electric scooter policy. The following table sets out what minimum data is required. This is to be sent to the Council on a fortnightly basis, by 12 noon on a Tuesday for the previous fortnight ending on the preceding Sunday. The report should include the following information added to the above:
• Trip time of day – an hourly breakdown rather than the 6 hour period totals
• Heat map of use across Wellington City.
• Deployment locations overlaid with heat maps.
• Number of issues and complaints from users opened, closed, outstanding.
• Number of issues and complaints from the Council opened, closed, outstanding and
the average response time
• Number of urgent matters dealt with under clause 6.3, and the number dealt with
within 2 hours
• Number of routine matters dealt with under clause 6.3, and the number dealt with
within 12 hours
• Number of reported crashes, and the circumstances if known.
Council will contract a third party software company to provide data management services
and will be required to share data collected by the operator with the third party software
company. The Council will share this data using the Mobility Data Specification (MDS)
Provider Application Program Interface