Provider communication responsibilities:
- Contact methods
- Education Plan/Program
- In-vehicle info
- Operation rules
Every bicycle and e-scooter shall have a unique identifier that is clearly displayed and visible to the user.
Every bicycle and e-scooter shall have a customer service phone number that is in-service during all operating hours and clearly displayed and visible to the user.
All operators shall provide in-app messaging that notifies their users of the following:
• People operating bicycles/e-scooters shall adhere to all applicable local, state, and federal laws regarding motorized and non-motorized vehicles
• People operating bicycles/e-scooters shall yield to pedestrians
• People shall operate bicycles/e-scooters safely and park responsibly
All permitted operators shall have a 24-hour customer service phone number for customers to report safety concerns, maintenance issues, complaints, or ask questions. In addition, permitted operators are required to provide contact information for local operation staff for publishing on City’s website and/or other materials
Plan for educating users on proper parking.
Data Specification Requirements:
Required: distribute and collect a customer survey, to be provided by CDOT, at CDOT’s request; maintain a record of maintenance activities, including but not limited to bicycle identification number and maintenance performed; monthly data report containing: total trips per month & week; Total trip distance for the month, quarter and year; Average distance and duration of each trip; Number of bikes in circulation, for each week in the month; Daily trips per bike/e-scooters (Average number of trips per bike/e-scooters per day); Number of bikes/e-scooters vandalized, damaged, and repaired; Number of users in the Charlotte area, according to frequency of use; Total number of complaints, total number of complaints resolved, and number of complaints by type;
All permitted operators shall provide CDOT with anonymized real-time data on the entire Charlotte fleet, upon request.
All permitted operators shall provide the following anonymized data for each trip record: rider profile (gender, age by group), trip start time/location; distance traveled; end time/location; scooter/bike number.