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DART Employer Pass Program

EMPLOYER PASS

PROGRAM

2017

ETC GUIDELINES

2017 ETC GUIDELINES

10/13/2016 Dallas Area Rapid Transit

Welcome,

Membership in DART’s ePass (Employer Annual Pass) program offers many benefits.

Saving money, better attendance and wellness, addressing parking issues and making the environment better for all of us are among them.

With more than 17,000 members riding DART to work instead of driving, that’s a lot of savings and ePass a lot less air pollution.

Employee Transportation Coordinators (ETCs)…the company representatives who administer the pass program internally…make it all possible.

ETCs encourage more people to ride DART, and they handle the administrative functions that manage their company’s relationship with DART.

These Guidelines offer tools to position ETCs as knowledgeable managers of the DART program, and simplify administration. They are intended to support your independence, but not replace your Account Executive, who is available when you need coaching, direction or advice.

It’s a privilege to work with you to make the benefits of ePass available to everyone who rides DART to work.

Sincerely,

The Consumer Programs Team

2017 ETC GUIDELINES


TABLE OF CONTENTS

Welcome Page 2

Contents Page 3

Terms & Definitions Page 4

Pass Types Page 5

Renewal Process Page 5

Employer Annual Pass Program Page 6

o Recruit Riders Page 6

o ETC Portal Access - Log-in Page 6

o Home Page Page 7

o My Profile Page 8

o Pending/Pre-contract Preparation Page 9

- Spread Sheet Page 9

- Photo preparation Page 11

- Upload Rider Information Page 11

- Upload Photos & Creating Passes Page 16

- Verify Pass Information Page 19

o Create a New Contract Page 22

Processes & Procedures Page 27

o Add-On Page 28

o Upgrade Page 29

o Payment Page 30

- Credit Card Payment Form Page 31

o Pass Deactivation & Reassignment Page 32

- GoPass Deactivation / Reassignment Form Page 34

- Hard Pass Deactivation / Reassignment Form Page 35

o Lost or Stolen Pass Replacement Page 36

o Citation Page 38

o Processing Time Page 40

DART Store Page 41

Emergency Ride Home Page 42

Employer Monthly Pass Program Page 43

Contacts & Resources Page 44

Employer Annual Pass Prices Page 45

Employer Annual Pass Pro Rata Price Table Page 46

GoPass – Settings: User Registration Page 47

Note Pages Page 48

2017 ETC GUIDELINES


TERMS & DEFINITIONS

Bus: customized coaches run specific routes on a set timetable, with stops in local areas and connections to Light Rail service.

DCTA: Denton County’s transportation authority, offering bus and A-Train commuter rail.

DART Service Area: Addison, Carrollton, Cockrell Hill, Dallas, Farmers Branch, Garland, Glenn Heights,

Highland Park, Irving, Plano, Richardson, Rowlett, and University Park

Employee Transit Coordinator (ETC): company representative or liaison who administers the pass program internally, working with the DART Account Executive (AE) for account management (new contracts, contract renewal, lost & stolen passes and DART Citations) and the Revenue Operations Associate (ROA) for day-to-day administrative services (Add-on/Upgrade Orders, payments and Deactivation & Reassignments).

Express Bus: coaches run longer specific routes, with fewer stops, on a set timetable.

FLEX Service: a blend of fixed route and on-call service in select areas; made by reservation. http://www.dart.org/riding/flexservice.asp

FWTA/The “T” – Fort Worth’s public bus system and DART’s partner in operating TRE commuter rail.

GoPass (Mobile Pass): a mobile ticketing app that delivers passes (including Annual EPass) to iPhones and Android smart phones ONLY.

Hard Pass: a photo ID plastic card used for members of the Annual EPass program.

Light Rail: Red/Green/Blue & Orange line trains within the 13 city DART Service Area.

Local Pass: All DART services within the DART Service Area, including all buses (regular, express, MAX, DART-on-Call, Flex Routes), all light rail (Red/Blue/Green/Orange), and the Trinity Railway Express (TRE) from Union Station to CentrePort/DFW Station).

MAX Bus: coach service in Arlington, connecting UTA and the entertainment district to TRE rail service at Centreport/DFW Airport station.

Mesquite Pass: All services provided in the Local pass, plus Express Bus Route 282 City of Mesquite Passenger Shuttle - COMPASS service from Mesquite Park and Ride to Lawnview station. This pass is not available on GoPass.

On-call Service: service in select areas where fixed route service isn’t available; made by reservation. http://www.dart.org/riding/dartoncall.asp

Regional Pass: All services provided in the Local and Mesquite passes, plus Trinity Railway Express (TRE) service from Union Station to Ft. Worth, all Ft. Worth "T" service, and all of Denton's DCTA service, including the "A" Train.

Trinity Railway Express (TRE): Commuter Rail service between Union Station in Downtown Dallas and T&P Station in Downtown Fort Worth, with stops in Mid-Cities.

http://www.dart.org/riding/flexservice.asp

http://www.dart.org/riding/dartoncall.asp

2017 ETC GUIDELINES


PASS TYPES DART’s Employer Annual Pass provides unlimited ridership for the calendar year and the Monthly Pass provides unlimited ridership for the month purchased. The price and area in which service is provided are designated by each pass Service Type.

RATES AS OF JANUARY 1, 2017

ANNUAL PASS

BENEFITS

Single contract for the year (minimum 5 riders)

Discounted price

Simplified distribution – GoPass makes it quick & easy!

Transferable

Emergency Ride Home

Citation Dismissal

RENEWAL PROCESS

RecruitUpload Info & Photos

Upload Final

Contract

Make Payment

Passes Delivered

SERVICE TYPE ANNUAL MONTHLY Local $600 $80

Mesquite $1,000 $100 *

Regional $1,200 $160

* Sold only at select locations (www.dart.org/fares/wheretobuy.asp)

SEPT – 0CT 0CT - NOV NOV 4 NOV 18

2020

DEC 12

2017 ETC GUIDELINES


EMPLOYER ANNUAL PASS PROGRAM TERM: January to December. (Prices of contracts beginning after January are pro-rated) 1. Recruit riders

Company resources: newsletter, email, intranet

DART resources: Eblast, employee survey, posters, fliers, Lunch & Learns, Benefit Fairs

2. ETC Portal Access – Log-in

Portal link: https://www.dartnet.org/webapps/AnnualPasscardPortal/

Log-in: ETC’s email address

Password: Initial password assigned by AE. ETC may edit.

https://www.dartnet.org/webapps/AnnualPasscardPortal/

2017 ETC GUIDELINES


EMPLOYER ANNUAL PASS PROGRAM HOME PAGE

Once you log-in, you will automatically be redirected to the home page.

TO RETURN TO THE HOME SCREEN AT ANY TIME, CLICK ON THE DART LOGO

2017 ETC GUIDELINES


EMPLOYER ANNUAL PASS PROGRAM MY PROFILE

Step 1: View and update your company profile. Select the box labeled “My Profile” and your

Profile page will appear:

Some fields are pre-completed for you. ETCs complete or update the ones indicated below, then click

“Update” to save.

Check this

information.

2017 ETC GUIDELINES


EMPLOYER ANNUAL PASS PROGRAM

PENDING/PRE-CONTRACT PREPARATION – CSV SPREAD SHEET

Step 2: “Pending/Pre-Contract Preparation”. Here you will collect and upload your pass

holders’ information and photos.

It also automatically inserts the quantities and types of passes into your contract, once you

have completed and verified passes.

There are two options available:

1. Download Sample file (create a new CSV 2017 spreadsheet from scratch)

2. Download 2016 Data (edit current rider info to create 2017 CSV spreadsheet)

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - SPREAD SHEET - (Continued) Option 1. Download Sample and create a new spreadsheet from scratch

Download the Sample Spreadsheet

Click “Save As” and Select “CSV (comma delimited) Excel Workbook”

Save to your computer

Enter the Rider Information requested

ALL but one field are required to be filled, Employee ID number is optional

“Save As” a CSV (comma delimited) Excel Workbook on your computer

Option 2. Download 2016 data

Click the highlighted “Download 2016 Data file”

When Download is complete, click “Save As” and Select “CSV (comma delimited) Excel Workbook” and save to your computer

BEFORE UPLOADING TO THE PORTAL, use the Rider Information Spreadsheet saved to your computer to add or remove Riders, and edit all of their information (change or correct phone numbers, email addresses, name changes, etc).

HYPHENATED NAMES: DOTHIS…NOT-THIS

INFORMATION TO INCLUDE IN THE REQUIRED FIELDS CAN BE DIFFERENT FOR GoPASS vs. HARD PASS RIDERS.

For GoPass Riders, individual email addresses and cell phone numbers are required in order to make GoPass connection to smartphones.

FOR TRADITIONAL Riders, a generic email address and phone number may be used, if individual Verification is not needed. (Learn about Verification on P. 19)

NOTE DO NOT UPLOAD THE SPREADSHEET TO THE PORTAL UNTIL YOU HAVE ALL ADDITIONS,

CHANGES AND CORRECTIONS COMPLETE. IF CHANGES ARE REQUIRED AFTER UPLOADING, YOU WILL HAVE TO RETURN TO THE FILE SAVED ON YOUR COMPUTER, ENTER CHANGES THERE, AND THEN RE-UPLOAD THAT FILE INTO THE PORTAL.

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - PHOTO PREPARATION While you are gathering Rider information, you should also be collecting photos for new Riders. Photo file names must be exact in order to obtain successful uploads in the portal. All photos are set up as: First Name_Last Name.jpg

Obtain a clear, close head shot (shoulders up) photo of the Rider and save in a single folder on your computer. Company ID photos work well, as do cell phone head shots. NOTE: When saving, be sure each photo is vertical and head-side up.

Unless a Rider has had a name change, current photos in the portal will automatically merge into your 2017 Rider Spreadsheet. If Rider names have changed, new photos will be required.

FREQUENT CAUSES OF ERRORS: RANDOM PUNCTUATION (COMMAS, PERIODS, SLASH) BETWEEN LETTERS; PHOTO NAME DOESN’T END IN “.JPG”; SPACES IN EMAIL ADDRESS; NO “@” IN EMAIL ADDRESS; EMPTY FIELDS

UPLOAD RIDER INFORMATION

Step 1 – Convert to CSV File

When all rider information is entered in the Spreadsheet, it must be converted to a CSV file format before uploading to the portal. (CSV File must contain a minimum of 5 individuals to upload in the Pass Portal)

Open your Spreadsheet in Excel

Click on the Office Button

Click “Save As” - In “Save As Type” box, Select CSV (Comma Delimited) - DO NOT Select the other two CSV file types in the window

Click “SAVE” in the lower right corner of the window

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - UPLOAD RIDER INFORMATION

YES

NO

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - UPLOAD RIDER INFORMATION (Continued) Step 2 – Upload to Portal

On the “Pre-Contract Preparation” screen, select “Choose.”

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - UPLOAD RIDER INFORMATION (Continued) A window box will open that lets you select the Rider Information Spreadsheet from where it is saved on your computer.

Once selected, your file name will appear on the “Pre-Contract Preparation” screen. If this is

the correct file name, click the Upload button:

If there are no errors, you will see the message “CSV file uploaded successfully…”

Select the file you want to upload

to the Portal here and click

“OPEN” at the bottom of this

window.

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - UPLOAD RIDER INFORMATION (Continued) If your Rider Information Spreadsheet has errors, you will see a box asking you to correct them:

Click ‘OK’ and the Status window will show you what the problem is:

Return to the original Rider Information Spreadsheet saved on your computer to make

corrections, and then upload the file again. When the file is uploaded without errors, you will

see the message in the Status window that reads, “CSV file uploaded successfully.”

FREQUENT CAUSES OF ERRORS: RANDOM PUNCTUATION (COMMAS, PERIODS, SLASHES) BETWEEN LETTERS; PHOTO NAME DOESN’T END IN “.JPG”; SPACES IN EMAIL ADDRESS; NO “@” IN EMAIL ADDRESS; EMPTY FIELDS

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - UPLOAD PHOTOS AND CREATE PASSES

Click the “Create Pending Passes” button...

The “Pending Passes Photo Upload” screen appears, and the system will automatically match

photos from the 2016 portal to identical Rider Names on the 2017 Rider Information

Spreadsheet.

FINAL EDITS: Now is the time to edit information, change someone’s photo, or add a photo for a new Rider. REMEMBER: Photo file names must be set up as: First Name_Last Name.jpg

To Upload Photos, click on the ‘Select Photos’ button.

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION -UPLOAD PHOTOS AND CREATE PASSES (Continued)

This will open a window that lets you select photos from where you’ve saved them:

Select the photos to upload and press ‘Open’. A list will show on the Pending Passes Photo

Upload screen…

If all of your photo files are listed, press ‘UPLOAD’. Once completed, photos are listed by name:

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION -UPLOAD PHOTOS AND CREATE PASSES (Continued)

LAST CHANCE TO EDIT INFORMATION OR UPLOAD AN INDIVIDUAL PHOTO

Click ‘EDIT” on the right side of the desired pass’s row.

Modify Rider or Pass information

To upload photo: - Click “Upload New Photo” - Select the new photo file from your computer - Click “Update” to save changes

BEFORE UPDATE AFTER UPDATE

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - VERIFY PASS INFORMATION

INFORMATION TO INCLUDE IN THE REQUIRED FIELDS CAN BE DIFFERENT FOR GoPASS vs. TRADITIONAL PASS RIDERS.

FOR GoPass Riders, individual email addresses and cell phone numbers are required.

FOR TRADITIONAL Riders, a generic email address and phone number may be used, if individual Verification is not needed.

When all pending pass information and photos are correct, you will have two options in Step 2:

‘Send Verification E-mails’ – OR –

‘Mark All Pending Passes As Verified’

For GoPass Riders, it’s very important to have a correct email, and for each Rider to check and

confirm their details, especially the cell phone number. IF EMAILS AREN’T CORRECT, RIDERS

WILL NOT RECEIVE THE CONFIMATION AND INSTRUCTION MESSAGE. IF THEIR PHONE

NUMBERS AREN’T ENTERED CORRECTLY, RIDERS WILL NOT RECEIVE THEIR GoPASS.

For Hard Pass Riders, Verification is optional.

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - VERIFY PASS INFORMATION

(Continued)

Marking All Pending Passes As Verified

Select if you don’t need to have Riders personally verify that all information is correct.

Sending Verification E-mails

Select to have the security of Riders verify that their information (including name, email

and cell phone) is correct. THIS IS ESPECIALLY IMPORTANT TO DO FOR GoPASS USERS.

Verification emails ask riders to confirm their personal information & photo. If all is correct,

there will be a link for them to click and their verification will be recorded. If changes are

needed, they will be directed how to proceed.

This screen lets you view the status of responses to your email. Entries in RED still need

verification. In the second screen, all information is verified.

2017 ETC GUIDELINES


PENDING/PRE-CONTRACT PREPARATION

VERIFY PASS INFORMATION (Continued)

You are now done with the CSV File upload of your Riders!

Click on the DART logo at top of page to return to the home screen.

2017 ETC GUIDELINES


PENDING/PRE-CONTRACT PREPARATION

CREATE A NEW CONTRACT

Step 3: Create A New Contract

Click the ‘Create New Contract’ button to open the new contract

agreement form.

CORRECT YEAR?

CORRECT AE?

2017 ETC GUIDELINES



PENDING/PRE-CONTRACT PREPARATION - CREATE A New CONTRACT

(Continued)

Click “I Read and Agree” to acknowledge the payment requirements. This will activate the

“Submit” button. Click the ‘SUBMIT’ button to open the ‘Contract Submit’ form…

Review your order along with the Terms and Conditions.

To print a hard copy, press the ‘print’ icons in the upper or lower right corners.

If you have the authority to approve the contract select “Yes, I Do.”

If you do not have the authority to approve the contract select “No, I Do Not.”

Terms & Conditions

are unchanged from

2016.

2017 ETC GUIDELINES




(Continued)

If you selected “Yes, I Do”, click on ‘Submit this Contract Agreement Order’ and you will receive

a receipt with your workflow ID number…

If you selected “No, I Do Not,” click on ‘Save and Print this Contract Agreement’. Your

confirmation form will contain a print option.

Print the contract

Have it signed

Scan all 3 pages of the contract to a PDF file

Upload all 3 pages of the contract to the portal

2017 ETC GUIDELINES




(Continued)

Upload the Signed Contract

Select the “Contracts” box on the Employer Pass home page. You will see the ‘Pending

Contract’ screen…

2017 ETC GUIDELINES




(Continued)

Select the “Upload Signed Contract” button. Select “Choose” to locate the copy of the signed

contract you have scanned and saved as a PDF file. Select the contract PDF file and click

“Upload Signed Contract.”

Select ‘OK’ and you will see that the contract status has been updated…

NEXT STEPS

Your contract has been created and will go through DART’s internal approvals. Production and

issuing of passes will begin after full payment is received. Send payment addressed to:

Attention: Account Executive’s Name, Marketing

DART

1401 Pacific Ave

Dallas, TX 75202.

2017 ETC GUIDELINES


PROCESSES AND PROCEDURES The ETC is a vital conduit between Riders, the company and DART. S/he communicates new

DART services and helps employees who aren’t yet Riders learn about the savings and health

benefits that come from riding DART to work.

S/he also brings new Riders on board during the year, keeps the “i”s dotted and the “t”s

crossed. In addition to annual recruitment and contracting, ETCs:

Add new participating employees

Upgrade and reassign passes

Assist with Lost or Stolen passes replacement

Assist with citation dismissal requests

Request Emergency Ride Home taxi service for Riders

Keep Rider information current and accurate

To avoid fraud, it is highly recommended that the ETC maintain a log matching serial numbers printed on back of each Hard Pass with name of employee, and keep list updated with any add-ons and exchanges processed throughout the year. Your AE will continue to manage your account, including the management of lost & stolen passes and DART citations. Your Revenue Operations Associate (ROA) will handle all other day-to-day activities (add-on/upgrades, payments and deactivation & reassignment requests). To avoid delays and streamline the process, please send all add-on/upgrade pass orders, credit card payments, checks, deactivation & reassignment requests, and photos to your assigned ROA. Please note the appropriate ROA for your account: Clients A – M - Louann McHenry 214-749-3663 ([email protected].) Clients N – Z – Adriana DeLaGarza 214-749-3309 ([email protected].)

mailto:[email protected]


2017 ETC GUIDELINES


PROCESSES AND PROCEDURES

ADD-ONS

New employees may be added to your program after the Original Contract has been fulfilled. During Renewal Period, Add-ons/Upgrades for the New Year will be processed after all new contracts have been fulfilled and distributed. (Usually within the first two weeks of December) In the Employer Pass Portal, click on the Add-On/Upgrade icon and select between two options:

“DART Store Purchase” to send a single employee to the DART Store to pay for a pass, have their photo taken for a GoPass and a Hard Pass and have it printed while they wait.

“Account Executive Assisted” to order any number of passes for which photos are uploaded by the ETC and payment made by the company by check or credit card.

After an AE Assisted order is submitted in the portal, and payment received, passes will be processed and delivered or pushed out for GoPass. To obtain a pass at the DART Store, an employee must present a printed copy of the DART Store Add-On Order with payment and present a picture ID.

2017 ETC GUIDELINES



UPGRADE A. Local passes may be “upgraded” to a Mesquite or Regional pass Mesquite passes may be “upgraded” to a Regional pass Passes may not be “downgraded” to a lower service level

B. To upgrade a pass, log on to the portal, click on the Add-On/Upgrade icon:

For Individual Hard Passes click “DART Store Purchase”. Rider comes to the Store to pay the upgrade cost. When upgrading to Regional, local pass must be surrendered to obtain the new one while they wait. Upgrading to Mesquite from Local requires a decal to be purchased to be placed on their local hard card pass.

GoPass upgrades may only be processed through your assigned ROA.

For Multiple Hard Passes or All GoPass Upgrades, click “Account Executive Assisted” to order, then submit payment to your assigned ROA for the difference in cost of the upgrade

C. When done, click on the “Submit” button

D. After the AE Assisted Purchase order is submitted in the portal, payment received and the old pass returned, passes will be processed and delivered or pushed out for GoPass. The DART Store may only process Upgrades to Hard Passes. Employee presents picture ID, a printed copy of the DART Store Upgrade Order, and pays the upgrade cost

2017 ETC GUIDELINES



PAYMENTS

The Employer Pass program is a pre-paid program. Payment must be made with requests to purchase passes prior to delivery of passes. The ETC has several options in making payment to purchase passes.

A. Types of payment

Company check

Company or personal credit card (see Credit Card guidelines below)

ACH

Wire Transfer

CREDIT CARD PAYMENT GUIDELINES:

Maximum amount allowed to be charged via credit card is $5,000

See instructions below

FOR YOUR SECURITY, DO NOT EMAIL CREDIT CARD INFORMATION. ONLY BY PHONE WILL WE RECEIVE CREDIT CARD INFORMATION. ANY INFORMATION SENT TO DART’S EMAIL IS SUBJECT TO OPEN RECORDS REQUESTS

TO SUBMIT A CREDIT CARD FOR USE, call your ROA (Revenue Operations Associate): Clients A – N Louann McHenry 214-749-3663 Clients M – Z Adriana DeLaGarza 214-749-3309

2017 ETC GUIDELINES


Credit Card Payment Form (Maximum $5,000 Limit)

Please call this information in to your ROA (Revenue Operations Associate)

Clients A-N: Louann 214-749-3663

Clients M-Z: Adriana 214-749-3309

Date:

Customer #:

Company Name:

Contact Name:

Mailing Address:

City: State: Zip:

Phone: Email:

Payment Options:

Corporate Credit Card Personal Credit Card - if personal credit card,

include Driver’s License # :

Credit Card Type: (Please indicate a form of payment)

Master Card Visa Discover American Express

Name on Credit Card:

Credit Card Billing Address:

Credit Card #:

Expiration Date: Security Code:

Signature:

Amount:

2017 ETC GUIDELINES



PASS DEACTIVATION & REASSIGNMENT Transferring a pass of equal value from one employee to another is done by “Deactivating” the

original pass and “Reassigning” it to the new rider. [No payment is required with this

transaction.]

Rider information is entered on one of two Deactivation forms specifically geared to the type of

pass being deactivated:

Employer Pass GoPass form (see p.34)

Employer Pass Hard Pass form (see p.35)

Use the Hard Pass Form if deactivating a Hard Pass, the GoPass form if deactivating a

GoPass. Reassignment may be made to either GoPass or Hard Pass on both forms.

GoPass Deactivation & Reassignment

Enter the information for the pass you are deactivating and, if you’re ready to reassign to

another employee, complete the “Pass Reassignment” information. Reassignment can be

either to another GoPass or to a Hard Pass. If reassigning to GoPass, be sure to include the

mobile number & email address of the new Rider.

Email the completed form, including a photo of the new Rider, to your assigned ROA to handle

your account. They will handle the Deactivation & Reassignment process and will send to your

Account Executive to arrange printing and delivery of a Hard Pass. Your ROA and/or your

Account Executive will email you notification of when GoPass has been activated for your new

Rider(s).

Hard Pass Deactivation & Reassignment

Use the same procedures as for GoPass, except the Hard Pass being deactivated must be

returned before a new pass is issued. You may send the pass to your ROA, or the New Rider

may bring it to the DART Store with a completed and signed Deactivation form for Employer

Hard Pass. The New Rider will have his/her photo taken and a new pass printed for them while

they wait. They must have proper ID that matches the reassignment information. The DART

Store can only process Hard Pass Deactivations to be reassigned as another Hard Card Pass.

2017 ETC GUIDELINES



PASS DEACTIVATION & REASSIGNMENT (Continued)

Not Ready to Reassign

In the column headed “Reassign Pass To,” write in “Blank Pass.” You will receive a blank Hard

Pass to hold in your inventory until ready to reassign to another employee. When ready, return

the blank pass to DART with “Reassignment” information as detailed below.

Using a Hard Pass Deactivation Form:

in the column labeled “Deactivated Employee Name,” enter “Blank Pass” and write in

the serial number printed on the back of the pass you held in inventory

check either “Local” or “Regional” to indicate the type of pass

complete the “Reassignment” section of the form, then

If reassigning to a Hard Pass you may either:

- email the form and New Rider’s photo to the Revenue Operations Associate assigned

to your account and return the blank Hard Pass, OR - - send the form and blank Hard

Pass with the New Rider to the DART Store, where they will present photo ID, have their

picture taken and the blank pass will be used to print their photo on while they wait

If reassigning to a GoPass

- email the form and New Rider’s photo to the Revenue Operations Associate assigned

to your account and return the blank Hard Pass to them

If you are sending in passes to be reassigned, please allow two (2) full business days to process Deactivations and Reassignments once the Revenue Operations Associate has received the passes to be deactivated and photos for reassignment to new Rider. Note: You can deactivate a Regional Pass for 2 Local Passes to be reassigned or you can deactivate 2 Local Passes for reassignment to a Regional Pass.

2017 ETC GUIDELINES


2017 ETC GUIDELINES



LOST AND STOLEN PASSES Lost passes are those that are missing for reasons unknown: dropped billfold, left my purse, dropped it at the gym Stolen passes are those missing only by reason of an active robbery, known theft or burglary of a habitation or vehicle with a police report filed Lost Pass Procedures

1. Address a letter on company letterhead to your DART Account Executive, signed by both the

employee whose pass was lost and the ETC. The letter should state:

[employee name] is currently employed at the company and eligible to continue in the Employer Pass program

A Local or Regional Employer Annual Pass was purchased by/on behalf of [employee name] for 2016

The pass was lost on [date] Replacement is to be a [GoPass] or [Hard Pass]

2. Scan the letter and send it to your DART Account Executive via email.

3. When replacement is approved, a confirming email will be sent to the ETC, with copies to

the DART Store and DART Finance, stating that [employee name] may receive a replacement

pass equal to the one lost by bringing a copy of the confirming email, a copy of the Add-on

submitted by the ETC for the employee’s replacement, picture ID and the payment for the

replacement pass to the DART Store during regular business hours. (M-F, 7:30 am to 5:30 pm)

4. The payment for the replacement is based on the type of replacement pass. If a lost pass is

replaced by using DART’s GoPass smart phone app, the replacement cost is 50% of the pro-

rated price for the remainder of the year.

If replaced using a traditional Hard Pass, the cost is 100% of the pro-rated price for the

remainder of the year. See the pro-rated price chart on p. 47.

2017 ETC GUIDELINES



LOST AND STOLEN PASSES (Continued)

Stolen Pass Procedures

1. Instruct the employee to file a Theft, Robbery or Stolen Property Report with the police

department holding jurisdiction where the theft occurred. If the incident occurred on DART

property or facilities, file with DART Police.

2. Address a letter on company letterhead to your DART Account Executive, signed by both the

employee whose pass was stolen and the ETC. The letter should state:

[employee name] is currently employed at the company and eligible to continue in the Employer Pass program

A Local or Regional Employer Annual Pass was purchased by/on behalf of [employee name] for 2016 (current year)

The pass was stolen and a Theft, Robbery or Stolen Property Report was filed with [name of] Police Department (attach copy of active police report)

Replacement is to be a [GoPass] or [Hard Pass]

2. Scan the letter and a copy of the active Police Report and send them to your DART Account

Executive via email

3. When replacement is approved, a confirming email will be sent to the ETC, with copies to

the DART Store and DART Finance, stating that [employee name] may receive a replacement

pass equal to the one stolen by bringing a copy of the confirming email, a copy of the Add-on

submitted by the ETC for the employee’s replacement, picture ID and the payment for the

replacement pass to the DART Store during regular business hours. (M-F, 7:30 am to 5:30 pm)

4. The payment for the replacement for a stolen pass is 50% of the pro-rated price for the

remainder of the year. See the pro-rated price chart on p. 47.

2017 ETC GUIDELINES



CITATIONS FOR FARE EVASION – REQUEST TO DISMISS Every Rider is responsible for having their Annual Pass available when accessing DART Services. Sometimes "things happen,” and a pass is left at home or a cell phone battery loses its charge. If “things happen” and it results in a citation, DART extends a courtesy opportunity to our Employer Annual Pass clients and their Riders that may be used once a calendar year per Rider. Please follow the below steps to request the citation to be dismissed, if possible, without a court appearance:

2017 ETC GUIDELINES



CITATIONS FOR FARE EVASION – REQUEST TO DISMISS - (Continued) This email template must be filled out and emailed to your AE: TO: [Company ETC] FROM: [Rider’s Name] RE: DART Citation I’m a current member of DART’s Employer Annual Pass program at [Company Name]. On [Date], I received a citation for riding DART without a valid pass because, [I accidentally left it at home; my cell battery died; etc]. I was on a [Red, Green, Blue or Orange] Line train going from [Station Name] to [Station Name]. The Citation # is: My Annual Pass # is: Please access DART’s courtesy process for Employer Annual Pass members to request that the citation be dismissed, if possible, without the necessity of a court appearance. I HAVE NOT PREVIOUSLY REQUESTED RELIEF FROM A DART CITATION DURING THIS CALENDAR YEAR. This request is being submitted less than 1 week from the date I received the citation.

2017 ETC GUIDELINES



PROCESSING TIME This is the period from receipt of forms, return of passes and payment until delivery of passes. A. New Mid-Year Start Up Contracts – passes delivered approximately two (2) weeks after contract is submitted online, payment received and processed by DART’s Revenue Department. B. Add-ons, Replacements and Upgrades

Hard Pass - DART Store: Same Day - AE Assisted: Two business days

GoPass - DART Store: One business day (voucher provided) - AE Assisted: Two business days

C. Renewal Processing Period - the contracting process can extend by several weeks due to the volume of passes being produced all during the same time period

Troubleshoot before you submit – Correct cell phone numbers & photos

If payments are delayed or photos in the portal have not been loaded, a company’s order may be further delayed.

Avoid changing the contract once it has been uploaded into the portal or it will cause further delays. If you left someone off, they can be added later as an Add-on.

Pass orders are processed only when a fully executed contract and payment have been received, in the order they are received.

Push GoPass! Make distribution quick and easy for you and your Riders!

BEGIN EARLY – BUILD IN TIME FOR RIDERS TO RESPOND – ALERT YOUR CONTRACTS & PAYMENTS

DEPARTMENT

2017 ETC GUIDELINES


DART Retail Store

1401 Pacific Avenue - Akard Station – Downtown Dallas

Sometimes it may be necessary to send your employee to the DART Retail Store to obtain an

Add-on, Upgrade or Replacement pass. This occurs when:

A paid transaction is needed the same day as the request

A photo upload can’t be done from your location

DART Store personnel are not allowed to process transactions unless all steps are complete.

1. Each transaction is for one individual employee. (Multiple pass orders are to be routed

through the AE Assisted Order.)

2. Use the proper form: DART Store purchase Add-on or Deactivated/Reassigned Form

Complete it fully

Signed by an authorized ETC who is registered with DART

3. Payment:

Amount tendered must match the amount entered on the form

Company checks, credit/debit card or cash

4. Employee must present the fully completed form, payment & a photo I.D. (i.e.: Texas

Driver’s License or Employee Photo ID).

5. If Replacing or Upgrading a Hard Pass, the employee must surrender the pass being

replaced.

HOURS OF OPERATION

M-F, 7:30 am to 5:30 pm (Closed on Holidays)

Long waits are likely on Fridays and the First & Last week of a month

2017 ETC GUIDELINES


EMERGENCY RIDE HOME Benefit

The ERH plan provides a free cab ride so ePass members can promptly reach their destination in case of

a family emergency or unscheduled overtime that causes them to miss their last bus/train.

A personal emergency is defined as:

Family member has a crisis at home or away from home

Employee becomes ill or injured on the job

Employee works unexpected supervisor-approved overtime

Personal errands, pre-planned appointments and working overtime without supervisor’s request do not

constitute an emergency.

How to Request an ERH

Employee contacts their ETC to request a ride. (An alternate approver should be designated for

times when the ETC is not available)

o ETC calls the DART Emergency Ride Home phone number (214-426-6262)

o Ask for a Dispatch Supervisor

o Give the Dispatch Supervisor the DART account number - EME1000 and provide:

Company Name

Name of Rider

Company Address

Pick-up Location (side of street, front of building, etc)

Employee

o Waits at the designated pick-up location

o Shows their valid Annual ePass to the cab driver

o Completes the voucher provided by cab driver

o Prints & Signs their own name on voucher

Limitations

Maximum of one ride per month per employee

Rides originate from place of employment only

Destinations are to home, car, or emergency location

Maximum distance is 50 miles

Tips are at the discretion of the rider and paid by the rider

Additional Support

Dena Mercer | 214-749-2985 | [email protected]


2017 ETC GUIDELINES


EMPLOYER MONTHLY PASS This program allows for purchase of passes on a month-to-month basis. The program is pre-paid. Requirements: BENEFITS

Month-to-month agreement

Simple distribution

No rider information needed

Credit for unused passes over the 11 required monthly

a. A Letter of Agreement and an Order Form are needed

b. Minimum purchase of 11 total passes required monthly (may combine all pass

types to meet the minimum). c. If you have any unused passes (over the minimum of 11) they may be returned for

credit.

d. Prices are standard retail:

Local Pass $80

Mesquite Pass $100

Regional Pass $160

MULTIPLE PASS PROGRAMS Companies with a mix of longer-term and shorter-term employees may be enrolled in both the annual pass program and the monthly program concurrently.

Letter of Agreement

Place next month's order

Passes delivered

▪ Deadline is 10th of month

▪ Minimum of 11

▪ Include Payment

2017 ETC GUIDELINES


Contacts and Resources

CONSUMER PROGRAMS CONTACTS: Robert English – Sr. Manager 214-749-2589 Rebecca Maples - Account Executive 214-749-2783 Dena Mercer - Account Executive 214-749-2985 Josie Vasquez - Account Executive 214-749-2948

FINANCE DEPARTMENT CONTACTS: Katina Vaughan – Sr. Mgr. Revenue Admin 214-749-3133 Josie Hernandez – Revenue Supervisor 214-749-2944 Adriana DeLaGarza - Revenue Operations Associate 214-749-3309 Lou Ann McHenry - Revenue Operations Associate 214-749-3663

VANPOOL: 214-747-RIDE

Daniel Dickerson – Manager Innovative Services 214-749-2861 Ralph Zaragoza – Planner II 214-749-2784

ADDITIONAL NUMBERS: Customer Service 214-749-1111 Travel Ambassadors 214-828-8588 Lost & Found 214-749-3810 DART Police (text 41411) 214-928-6300 Paratransit Services 214-515-7272 DART Store 214-749-3418

TRANSIT AGENCY CONTACT INFORMATION: Dallas Area Rapid Transit (DART HQ) 214-979-1111 1401 Pacific Avenue Dallas, TX 75202 Website address: www.dart.org Ft. Worth Transit Agency – (FWTA) 817-215-8600 1600 E. Lancaster Avenue Ft. Worth, TX 76102 Website address: www.the-t.com Denton County Transportation Authority (DCTA) 940-243-0077 604 E. Hickory Street, Denton, TX 76205 Website address: www.dcta.net

2017 ETC GUIDELINES


2017 ETC GUIDELINES


NOTES:

employer pass programepass.dart.org/wp-content/uploads/dart-epass-etc...2017 etc guidelines...

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