Operations, Maintenance and Customer Support
How does Tandem Mobility ensure parking compliance?
Tandem Mobility ensures parking compliance by implementing a penalty fee for parking off stations, leveraging RFID and Geofencing technology. Additionally, we use GPS tracking for real-time monitoring, allowing for compliance rates exceeding 90%.
How does Tandem Mobility ensure rider safety and community awareness?
Tandem Mobility prioritizes safety, offering in-app tutorials, partnering with local bike shops for discounted helmets, and providing ongoing education through email campaigns and potential collaboration with organizations like Cycling Savvy to ensure rider safety and community awareness.
How does Tandem Mobility support and enhance micromobility during special events?
Tandem Mobility offers complete support for special events. This includes collaborating with event planners, deploying an expanded fleet, providing dedicated event staff, ensuring clear communication, implementing emergency response protocols, and working closely with officials to seamlessly integrate micromobility services with event logistics and security.
How does Tandem Mobility address theft and vandalism concerns within its bike share program?
Tandem Mobility employs a comprehensive approach to prevent theft and vandalism. Our strategies include GPS technology, geofencing for e-bikes, limited 24-hour checkout for pedal bikes with associated charges, and features like theft-resistant locks. Additionally, we use software measures, such as credit card holds and confirmation of successful locks, along with customer support education and possible suspensions to enhance security and deter abuse.
How does Tandem Mobility manage winter storage/hibernation for its bike share program, considering seasonal variations?
Tandem Mobility has a robust winter storage plan for our bike share programs. This includes hibernation strategies involving rider communication, asset removal, storage, tune-ups, and a spring relaunch campaign. While our standard operations don't include station removal, we can accommodate it based on specific needs and pricing models. We're also open to operating a reduced fleet during winter, contingent on the host community's preferences and snow removal priorities in parking zones, bike lanes, and shared paths.
In terms of rebalancing, how does Tandem Mobility prioritize the redistribution of bikes to ensure equitable access across all stations?
Tandem Mobility employs software reporting tools to optimize bike availability across all stations. We utilize a fleet of vans, trucks, and, when feasible, pedal-powered cargo bikes and e-bikes for efficient maintenance and rebalancing operations.
How does Tandem Mobility handle heavy parking zones, and what strategies are employed to address the associated challenges?
Tandem Mobility integrates virtual stations as a flexible solution to enhance parking convenience without the need for additional infrastructure. Utilizing existing bike parking infrastructure and designated zones marked as 'virtual stations' in the Movatic App, we strategically add these locations to complement the primary physical stations, ensuring a reliable and dense network for users. In addition, various measures include monitoring, rebalancing, and incentivizing rider behavior.
What is the process for handling user complaints and concerns, and how does Tandem Mobility address issues related to bike availability, maintenance, or customer support?
Tandem Mobility takes all customer complaints seriously. We have a dedicated customer service team that handles complaints promptly and professionally. We aim to resolve all issues as quickly as possible to ensure customer satisfaction.
How does Tandem Mobility ensure that out-of-service bikes are not checked out?
Each bike is equipped with a smart lock system, allowing us to designate bikes as "out of service" within the Movatic app. Users are unable to unlock or check out a bike marked as such. Additionally, our routine maintenance and inspection processes include a thorough assessment of each bike's functionality, ensuring that only bikes in optimal condition are available for use.
How often does Tandem perform inspection/maintenance?
Our standard turnkey bikeshare model includes routine maintenance every 2 weeks and a complete tune-up quarterly or semi-annually, as appropriate.
Can the frequency of the Tandem’s inspection/maintenance be scaled up?
Yes, the frequency of Tandem's inspection and maintenance can be scaled up depending on the needs of the bikeshare program. We offer enhanced, premium, and platinum maintenance packages that include weekly, twice-weekly, and daily inspections respectively. The premium package is particularly tailored for e-bike programs to ensure regular charging of batteries.
How does Tandem Mobility handle situations where a bike is found in an unsafe or inaccessible location?
If a bike is found in an unsafe or inaccessible location, our team is notified and dispatched to retrieve the bike. We take the safety of our users and the public very seriously and aim to resolve such situations as quickly as possible.
What is the process for Tandem Mobility to add new stations or expand its service area?
The process for Tandem Mobility to add new stations or expand its service area involves several steps. First, we analyze ridership data, community feedback, and local transportation needs to identify potential areas for expansion. Next, we work closely with local governments, property owners, and other stakeholders to secure the necessary permissions and permits. Once these are in place, we plan and execute the installation of new stations. Throughout this process, we maintain open lines of communication with the community to ensure our services are meeting their needs and expectations.
How does Tandem Mobility handle situations where a bike is checked out but not returned?
We use GPS tracking on all bikes, allowing us to locate any bike that has not been returned. If a bike is not returned within a certain period, we will reach out to the user who last checked it out. If the bike is still not returned, we may charge the user a lost bike fee. In extreme cases, we may involve local law enforcement to retrieve the bike.
How does Tandem Mobility handle situations where a bike needs immediate maintenance or repair?
Tandem Mobility has a dedicated team of maintenance professionals who are alerted in case of any issues with the bikes. They respond promptly to repair or replace the bike as needed, ensuring minimal downtime and disruption to the service. They also conduct regular checks and maintenance to prevent such situations from arising.
How does Tandem Mobility handle situations where a bike is left outside of a designated station or parking zone?
If a bike is left outside of a designated station or parking zone, our team is notified through the GPS tracking system. We then dispatch a team member to retrieve the bike and return it to a designated station. Users who repeatedly leave bikes outside of designated areas may be subject to penalties, including additional fees or suspension of their membership.
Will the local operations team be composed of employees or independent contractors?
The local operations team can be composed of either employees or 1040 Independent Contractors (IC).
How will the performance of the local operations team be monitored and evaluated?
The performance of the local operations team will be monitored and evaluated through comprehensive process and work management tools with KPI tracking.
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