RESPONSE TO RFA: SHARED MOBILITY PILOT PROGRAM
Prepared by Lyft Bikes and Scooters, LLC for the City of Santa Monica
Primary Contact Information Name: David Fairbank Address: 1705 Stewart St., Santa Monica, CA 90404 Telephone #: < > Email: [email protected] CONFIDENTIALITY STATEMENT
Please note that the information designated as confidential herein contains proprietary and confi- dential trade secrets, and/or commercial and financial data, the disclosure of which would cause substantial competitive harm to Lyft. Accordingly, Lyft requests that the City of Santa Monica main- tain the confidentiality of this information. Lyft further requests that, should any third party request access to this information for any reason, the City of Santa Monica promptly notify Lyft and allow Lyft thirty (30) days to object to the disclosure of the information and, if appropriate, redact any in- formation that Lyft deems non-responsive to the request before any disclosure is made.
We have clearly marked each page of our proposal that contains trade secrets or personally identi- fying information that we believe are exempt from disclosure.
The header of each page with confidential information is marked as illustrated to the TRADE SECRET - PROPRIETARY right: The specific written content on each page subject to these restrictions are bracketed < This specific content marked with the following symbols < >, as in this confidential and proprietary.> illustrative example to the right:
Visual content and tables (e.g. images, screenshots) on each page subject to these restrictions will be highlighted with a pink border, as in this illustrative example below:
The bracketed sections and highlighted visual content and tables are exempt from disclosure. We respectfully request that the City of Santa Monica not disclose, duplicate, or use these sections–in whole or in part–for any purpose other than to evaluate this response.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 1 TABLE OF CONTENTS
SECTION 1: LETTER OF INTENT 3 SECTION 2: OPERATOR INFORMATION 7 SECTION 3: EQUIPMENT 22 SECTION 4: MAINTENANCE 38 SECTION 5: REBALANCING + REDISTRIBUTION 47 SECTION 6: SUSTAINABILITY OF OPERATIONS 54 SECTION 7: RIDER BEHAVIOR + SAFETY COMPLIANCE 62 SECTION 8: COMMUNITY OUTREACH 71 SECTION 9: AFFORDABILITY 82 SECTION 10: CUSTOMER SERVICE 89 SECTION 11: DATA 94 SECTION 12: FORMS 97 APPENDIX 98
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 2 SECTION 1: LETTER OF INTENT Please describe the overall vision for the service.
April 11th, 2021
Kyle Kozar, Transportation Planner Mobility Division Planning & Community Development City of Santa Monica
Dear City Selection Committee,
Thank you for the opportunity to submit this application to continue working with the City to build a nation-leading bike and scooter operation in Santa Monica. We look forward to working hand-in- hand with City staff, local organizations, and Santa Monica residents to deliver a combined scooter and bike share program that moves the City closer to your modeshift and sustainability goals, while also protecting the public right-of-way.
Lyft was founded with the mission of reconnecting communities through better transportation. We have collaborated with cities and communities across the United States on transit, bike, and scooter partnerships that are lowering transportation barriers, decoupling the right to mobility from automobile ownership, and ultimately creating a new transportation equilibrium that places people, not cars, at the center of our cities.
We have been proud to partner with the City of Santa Monica on multiple, multimodal opportunities: beginning with the Mobility On-Demand Everyday (MODE) and scooter collaborations in 2018, followed by the launch of ebikes in 2020. Our permit application builds on what we’ve learned over the last 2.5 years of service, and outlines Lyft’s unique ability to meet the 10 stated evaluation criteria for a micromobility partner. Specifically, we will address: • Experience operating shared mobility device systems, and financial viability and stability: Lyft is the most experienced multimodal system provider in North America, operating the largest and most complex micromobility systems in North America. Our programs include Citi Bike (NYC), Bay Wheels (SF Bay Area), and Divvy (Chicago), in addition to combined ebike and scooter programs in Santa Monica, DC, Minneapolis, and soon—Denver. Our team is led by some of the most experienced micromobility operations experts in North America [2.A], with a strong track record of building and growing impactful regional micromobility programs at scale. Lyft is a public company that has sufficient liquidity to support the ongoing business operations and capital expenditures of this program. Our most recent Annual Report can be found on our investor website at https://investor.lyft.com/financial-information/sec-filings. • Compliance Record with Federal, State or local law, or rules and regulations: Lyft has an exemplary track record of compliance in the City of Santa Monica [Appendix A]. Over the course of the City’s first pilot period, Lyft received a device cap increase from City staff as a result of our “exemplary ability to adhere to the Administrative Regulations.” In addition, it has been noted and appreciated how our local operations team “has worked proactively to
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 3 TRADE SECRET - PROPRIETARY
ensure quick issue resolution and full program compliance” [Appendix A]. Beyond operational compliance, Lyft’s fleet of ebikes and scooters are sturdy, reliable and approved by all relevant Federal and State regulations [7.A-2]. • Local preference: Santa Monica is home to Lyft’s Southern California HQ [2.G] and the warehouse for our local bike and scooter operations. With our warehouse located in the heart of Santa Monica, our team’s proximity to the Santa Monica micromobility fleet allows us to efficiently address issues—often within 30 minutes—while limiting VMT associated with fleet maintenance [5.B-3]. Over the last 2.5 years operating in Santa Monica, we have learned that our local, high-touch, on-the-ground approach has been key to building a micromobility operation with strong community support and high system compliance. • Device durability for shared use: Outfitted with tamper-resistant enhancements, the latest safety technology, and built with environmental sustainability in mind, Lyft’s state-of-the- art bikes and scooters are designed to meet the needs of high-utilization shared mobility programs [3.C]. Moreover, our unique data-driven preventative maintenance approach, which is guided by our in-house fleet management software [3.A], helps us extend the useful life of our vehicles while also ensuring that we provide riders with a safe, reliable, and durable commuting experience. • Proposed maintenance and operations plan: Lyft has built best-in-class micromobility operations technology that helps our team deliver data-driven preventative maintenance programs as well as hyper-efficient in-field operations (rebalancing and battery swaps). Lyft’s unique operational tools are built to manage complex, multi-vehicle micromobility systems and currently help us efficiently operate regional fleets with over 20k+ vehicles.< In 2020, Lyft’s operational tooling helped our teams nimbly complete over 570,000+ repairs, 1,000,000+ inspections, and rebalance over 1.5 million bikes and scooters across our programs [4].>
In Santa Monica, our local operation is run fully in-house using W-2 employees based out of our Santa Monica warehouse. This in-house approach to staffing allows us to build a dedicated team that can help us ensure the quality of all aspects of our operation. Under the current pilot program, we are proud of the fact that the local Lyft team has been recognized for our proven commitment to compliant, responsible, and proactive operations [Appendix A]. We will carry this ethos forward if selected to continue operating scooters and bikes under this second pilot program. • Sustainability of operations: Guided by detailed Life-Cycle Analyses (LCA) of our operations, Lyft has worked to build sustainability into our business model from the ground up. From our street-tested hardware to our best-in-class recycling programs, Lyft is committed to building reliable hardware that lasts, and eliminating waste at the end of the vehicle’s life [6]. With a dedicated workforce of W-2 staff, world-class operations, and a proven tool set, Lyft has optimized every aspect of our operations to minimize greenhouse gas emissions associated with our service [6.A]. Ultimately though, we recognize that mode-shift is where Lyft can help deliver the greatest impact, which is why we have invested in surfacing real-time transit options, displaying multimodal trip planning (bike/scooter + transit) and presenting walking
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 4 directions for every ride booked through our app. These multimodal investments are designed to shift and nudge users towards more sustainable travel behaviors on each and every trip they take [3.G]. • System features that ensure roadway safety and compliance with riding rules and etiquette: Lyft offers the City of Santa Monica and its riders a multi-pronged safety and compliance plan that balances enforcement, engineering, education, and encouragement strategies to protect all users on the street [7]. Lyft was the first operator to invest in promoting safe riding behavior by prominently displaying bike lanes and slow streets in our app to help riders find the safest travel corridors for micromobility travel [3.G]. We’ve also developed and will soon deploy an advanced technical solution for detecting sidewalk riding [7.A-1] to help enforce appropriate riding behavior. Finally, we have developed and implemented comprehensive rider safety training and helmet giveaways in partnership with respected local organizations, such as Santa Monica Spoke [7.F]. • Proposed education and outreach plan: Building successful micromobility programs is about more than equipment and technology. Operators can deliver trailblazing technology but still fail to drive meaningful change in commuter habits. Lyft has a long and demonstrated track record of effectively engaging communities to grow awareness, ownership, enrollment and ridership in local micromobility programs [8.B]. We have spent the last few years building relationships and partnership programming with organizations that will continue to play a key role in helping realize a vibrant and growing micromobility program—including Climate Action Santa Monica, Santa Monica Spoke, and Big Blue Bus. • Commitment and strategies to ensure affordability for all users: Our team is committed to delivering programs that proactively address economic barriers to access. We accomplish this goal by pairing our Community Pass programs ($5/month, free unlock, $0.05/min) with robust community outreach. This proven strategy has led to the largest and most well utilized equity programs in the US—both by percentage and sheer number of participants [9]. With hundreds of thousands of micromobility members nationwide, Lyft is the only operator with a proven track record of converting casual riders to long-term members, promoting mode-shift while decreasing the cost to users [9.B-3]. Finally, Lyft has multiple avenues to support unbanked and underbanked riders through Lyft Cash and prepaid debit cards, and smartphone-less riders through NFC card unlock and call-to-unlock options [9.B-5]. • Proposed customer service and community complaint response strategies: Lyft has a sophisticated customer service infrastructure that quickly manages service issues that may arise, including 24/7 in-app, phone help line, and email support [10]. We strive to answer customer service calls within 30 seconds, and 90% of customer service complaints are resolved in under twenty-four hours via email. Our customer support functions and team has been rated “Best Customer Service” by Newsweek—four years in a row and counting.
In the field, our local operations team frequently responds within 30 minutes or less to issues that arise. In addition, City officials also have a 24/7 direct line to Lyft’s General Manager and Operations Manager via cell phone for community complaints or emergencies. We are always ready to drop everything and resolve priority issues for City Staff, and have proven this urgency many times throughout the past 2.5 years.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 5 TRADE SECRET - PROPRIETARY
The City has laid out ambitious mode-shift goals in their Bicycle Action Plan and Pedestrian Action Plan, and worked diligently to reshape the City’s transportation system around more equitable and sustainable modes. Today over half of Santa Monica’s residents walk or bike daily, illustrating the tangible impact these planning efforts have had since their initial adoption.1
We share the City’s mode-shift and equity goals, and believe that our high-quality scooter and ebike equipment as well as best-in-class approach to operations can continue to help the City accelerate progress toward your ambitious goals.
Thank you again for this opportunity.
Respectfully,
Caroline Samponaro Head of Policy, Lyft Transit, Bikes and Scooters < > *Authorized to Negotiate and sign contracts on behalf of Lyft Bikes and Scooters, LLC.
Name of Applicant Company Lyft Bikes and Scooters, LLC (a subsidiary of Lyft, Inc.) Headquarters Address 185 Berry Street, Suite 5000, San Francisco, CA 94107 Southern CA Address 1705 Stewart St., Santa Monica, CA 90404 Single Point of Contact David Fairbank, General Manager California Contact Phone < > Email < [email protected] > Website lyft.com/bikes
1 https://www.santamonica.gov/friendly-road
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 6 TRADE SECRET - PROPRIETARY SECTION 2: OPERATOR INFORMATION
INTRODUCTION
Lyft has unparalleled experience in the successful operation of the largest micromobility systems in North America; as of 2021, we are the largest docked bikeshare system in the world outside of China. Operating systems with a combined fleet of 43,000 devices in the densest cities in the US—such as New York, Chicago and DC—have required that Lyft build state-of-the-art operations tech to ade- quately rebalance and maintain large and complex micromobility fleets composed of a diversity of vehicles. <
>
Across our micromobility operations, we pride ourselves on provid- ing our cities and their residents with a high-touch micromobility operations model that prioritizes safety, equity, and environmen- tal sustainability. We strive to be the most compliant, responsive, and collaborative operator in every city we serve, an effort that is recognized by our city partners, including here in Santa Monica. Our collaborative approach and responsive operations model has been praised by regulators for working “proactively to ensure quick issue resolution and full program compliance” [Appendix A]. Hand-in-hand with our city partners, our team has helped to realize local policy goals and objectives by vastly expanding our partners’ sustainable transportation networks. Our local operations are run by a highly experienced local team, with deep roots in the City of Santa Monica, and dedicated to delivering the City a safe, equitable, sustainable, and well-run micromobility fleet that will continue to transform mobility in Santa Monica.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 7 As we have shown throughout the COVID-19 pandemic, our team is committed to delivering the City of Santa Monica and its res- idents a best-in-class micromobility operations that it deserves. Over this last year, we doubled down on our commitment to our city partners by developing best-in-class sanitation protocols and expanding our micromobility fleets to provide residents with socially distant travel options during the pandemic. Here in San- ta Monica, we added 500 ebikes to ensure there was no gap in bikeshare availability when Breeze bikeshare’s contract ended in November 2020.
2.A PROJECT TEAM Project team, including biographies and qualifications of lead team members. Include an organization chart that includes the entire company as well as the local team.
Our team is composed of the most experienced micromobility ex- perts in North America [Resumes in Appendix B] and has a proven track record in growing local programs and scaling up integrated ebike and scooter operations. We are uniquely qualified to deliver the City of Santa Monica a diverse micromobility fleet that would build off of Lyft’s existing hardware and software solutions already deployed in the City. Below we introduce you to Lyft’s project team which would continue to support our Santa Monica operations out of our local warehouse, located at 1705 Stewart Street in Santa Monica.
DAVID FAIRBANK | California General Manager, Lyft Bikes and Scooters Born at St. John’s Hospital in Santa Monica, David lives and has spent most of his life in West LA. David joined Lyft in 2016, and was the first General Manager in Lyft’s Bikes and Scooters division. Based in Santa Monica, David oversees all California bike & scoot- er operations (Santa Monica, Los Angeles, San Diego, and Bay Wheels in the Bay Area)—balancing operational, marketing, busi- ness, community, and public policy needs. He was on the initial op- erations team that developed the Lyft Scooters operating model, and led the Lyft Scooters Santa Monica launch in September 2018. Prior to Lyft, David worked at Sony Pictures in Business Develop- ment & Strategic Planning, and at the consulting firm L.E.K. Con- sulting. David received his MBA from the Harvard Business School and holds his MS and BS in Management Science & Engineering (with a concentration in Energy & Environment) from Stanford Uni- versity.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 8 ALEX QUOYESER | Operations Manager Alex manages the day-to-day operations of Lyft’s ebikes and scooters platform in Los Angeles and Santa Monica. Alex and his team created the operations playbook to scale the Santa Monica and Los Angeles fleet from 250 scooters to the thousands of elec- tric bikes and scooters, Lyft now operates across the region. He and his team have defined the operations model for a transition to swappable battery scooters, which have increased efficiency and reduced vehicle miles traveled and carbon emissions per vehicle served. Prior to Lyft, Alex worked at Kennedy Wilson, a real estate investment firm, where he worked as an analyst for the Residential & Resort Investment team. Alex graduated from Brown University, where he played football.
JATIN CHOPRA | Head of Software Engineering Jatin has over 15 years of software engineering experience and currently leads the software organization for Lyft Transit, Bikes and Scooters where he oversees the engineering team in delivering best in class products for riders, operators and cities. This includes initiatives such as deploying new ebike and scooter fleets, creation of new rider experiences and building tools for efficient operations. Prior to his current role, Jatin founded and led engineering for Lyft’s Marketplace and Mapping organization. He holds an M.S. in Information Technology and B.S. in Computer Science from Rens- selaer Polytechnic Institute.
EUGENE KWAK | Head of Hardware Eugene leads the Hardware Product group which creates all vehicle and parking infrastructure platforms, including those de- veloped in house and with 3rd party manufacturers. Eugene leads the overall product strategy and vision for Lyft’s Transit, Bikes and Scooter division, with the goal of building the world’s most cohe- sive multimodal ecosystem. Prior to Lyft, Eugene was the Head of Vehicle Product at Bird, which was one of the early companies involved in the explosive growth of the micromobility space. He was intimately involved in the development of the very early scoot- ers used in the growth of micromobility across the US and Europe. Eugene has also held leadership positions in innovative companies such as NVIDIA as a Senior Product Manager and SpaceX as a Lead Engineer for their evolved expendable launch vehicles.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 9 LILLY SHI | Product Manager, Scooters Lilly is the product lead for Lyft Scooters. She brings a deep under- standing of cross functional needs, from engineering and design to business operations and policy, in order to build the best vehicles for users, cities, and the environment. Prior to Lyft, Lilly was a PM at Roblox where she built ecosystem driven solutions for developer monetization and internationalization. Lilly holds a BS in Architec- ture and MS in Mechanical Engineering from Stanford University.
FRANK HEBBERT | Product Manager, Rider Software Frank has been working on urban transportation problems for 20+ years. He currently leads the 70-person Rider and Transit prod- uct teams for Lyft, working on delivering a consistent, reliable and delightful rider experience across bikes, scooters and transit. He started working on bikeshare in 2015, when he joined Motivate International to work on kiosks, apps and websites for systems. Be- fore then, he worked on participatory planning software for streets at OpenPlans, including station siting maps for bikeshare in NYC, Chicago and Philadelphia; and Intelligent Space, a pedestrian movement analysis consultancy in London. Frank holds a Master of City Planning from MIT.
CAROLINE SAMPONARO | Head of Public Policy, Lyft Transit, Bikes and Scooters Caroline leads scooter, bike, and pedestrian policy and partner- ships at Lyft. She works with cities on policy initiatives like Vision Zero and complete street redesigns, as well as realizing specific goals around bike and scooter shared mobility. Prior to Lyft, Caro- line spent 12 years as Deputy Director of Transportation Alternatives in New York City. At TransAlt, Caroline led the advocacy campaigns to bring Vision Zero to the United States, establish the country’s largest bikeshare program, Citi Bike, and set national standards for urban complete street design. In 2013, in partnership with traffic vi- olence victims, Caroline founded Families for Safe Streets, a grass- roots, victim-led movement to eradicate reckless driving. Caroline holds a BA in Anthropology from Columbia University.
COLIN HUGHES | Senior Policy Manager, Lyft Transit, Bikes and Scooters Colin Hughes is Lyft’s Senior Public Policy Manager for New Mobil- ity on the west coast. Previously, Colin launched and operated the world’s first-ever dockless electric-assist bikeshare system for JUMP and went on to lead JUMP’s Micromobility Policy. Colin is the for- mer Director of National Policy for the Institute for Transportation and Development Policy (ITDP), lead sustainability analysis for the organization’s global project list, and was the lead author of the ITDP’s first Bike-Share Planning Guide. Colin has also previously
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 10 worked with Bay Area Rapid Transit, the Asian Development Bank, and holds a Master of City Planning degree from the UC–Berkeley.
JORDAN LEVINE | Head of Communications, Lyft Transit, Bikes and Scooters Jordan Levine brings over a decade of public affairs experience and currently leads communications for Transit, Bikes and Scoot- ers at Lyft, helping to tell the story of how our mobility solutions are helping improve transportation access, affordability, and sustain- ability. Prior to his current role, he was Deputy Communications Director for Energy and Environment with the New York Gover- nor’s office. He also held communications roles for the bikesharing company ofo, the New York League of Conservation Voters, and in the New York City Council. He holds a BA in Political Science from Grinnell College.
TOLU AKINWUMI | Senior Manager, Supply Programs and Sus- tainability Engineering Tolu leads Supply Programs and Sustainability Engineering at Lyft. He is responsible for leading hardware manufacturing programs, driving supplier strategies, and delivering engineering projects that improve Lyft’s environmental footprint within the Supply Chain. His work includes leading the definition and delivery of all new hard- ware manufacturing programs, while identifying environmental gaps and closing them. Prior to Lyft, Tolu delivered an end-to-end capital programs and new product introduction system at Tesla, and led the first internal manufacturing system that was delivered on time and under budget at Tesla’s first Gigafactory. He holds a Master of Civil and Environmental Engineering from Rice Universi- ty, and is a registered Professional Engineer.
MATT YAU | Sustainability Engineer Matt joined Lyft in 2020 to develop Lyft’s hardware sustainability strategy, including influencing sustainable hardware design. Matt represents Lyft on the PeopleforBikes sustainability working group. Matt has over 12 years of experience in sustainability, specifically in greenhouse gas management and product sustainability. Prior to Lyft, Matt launched Cisco’s circular economy program for product design, including introducing closed loop materials in hardware products. Matt has also worked on validating ocean plastics sup- ply chain for Dell Technologies and has over 8 years of experience in GHG inventories, third party verification and life cycle assess- ments. Matt is a registered Professional Engineer and Lead GHG verifier in California. He holds a Master of Environmental Manage-
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 11 TRADE SECRET - PROPRIETARY
ment from Yale School of the Environment and a Bachelor of Sci- ence in Chemical & Environmental Engineering from the University of Southern California.
2.A-1 Program Liaison Each Operator must assign a program liaison for the duration of the Second Pilot Pro- gram and supply the City with that person’s contact information at the pilot launch.
The assigned liaison for this permit will be David Fairbank, Lyft Bikes & Scooters, General Manager for California. David will be available to promptly respond to City staff and affiliates 24/7.
2.A-2 Lyft Bike and Scooter Organization Chart Each Operator must submit an organizational chart of the Operator’s team.
Lyft’s Bike and Scooter team is composed of the most experienced micromobility operations experts in North America. Our executive team has a deep history in sustainable transport and bicycle-pe- destrian advocacy, and has a proven track record when it comes to growing regional micromobility programs and scaling up inte- grated ebike and scooter operations. Multiple members of Lyft’s Transit, Bikes and Scooters’ executive leadership team are Moti- vate International alumni, bringing decades worth of experience in launching and growing transformative micromobility programs. The Motivate/Lyft team helped launch the first micromobility pro- grams in the United States, and we continue to deepen our invest- ment in the industry’s success and promise for transforming how people move.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 12 TRADE SECRET - PROPRIETARY
2.A-3 Santa Monica Bike and Scooter Organization Chart
Lyft’s Santa Monica micromobility system—which is based out of a warehouse right here in Santa Monica—is managed by a team with decades of experience in micromobility system design, plan- ning and operations. The City’s main point of contact for pro- gram management and larger strategic planning discussions will continue to be Lyft’s Bike and Scooters General Manager, David Fairbank, as it has been for the last 2.5 years. Alex Quoyeser, who manages field and warehouse operations, is the primary contact for any pressing field operations issues. In addition to the local op- erations team, the City also has a direct contact with Senior Policy Manager Colin Hughes to discuss mobility policy, as well as multi- modal collaboration and planning. This local team is able to offer the highest level of service, based on their training and experience, as well as their deep local knowledge of Santa Monica’s transpor- tation needs.
2.B LYFT’S MICROMOBILITY SYSTEMS Number, type, location and duration of other shared mobility systems operated. Include all current operations, and history of compliance with permitting requirements and, state and local law, and information regarding any markets in which you began and later ceased operations.
2.B-1 Current Operations In the table below, we provide an overview of Lyft’s existing micro- mobility operations. Lyft prides itself on being a partner who pri- oritizes compliance with local, state, and federal laws in addition to local permitting regulations and requirements. The City of Santa Monica has repeatedly noted Lyft’s strong track record of compli- ance, offering Lyft micromobility device cap increases in which City officials stated thatLyft “ has demonstrated an exemplary ability to adhere to the Administrative Regulations and has worked
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proactively to ensure quick issue resolution and full program com- pliance” [Appendix A].
Table 1. Lyft’s Bikeshare City Partners City State Operations Type # of Devices Operating since2 Boston MA Bikes 3,500 bikes 2011 Chicago IL Bikes, eBikes 9,500 bikes 2013 Columbus OH Bikes, eBikes 650 bikes 2013 Denver CO Scooters 680 scooters 2018 Jersey City NJ Bikes 500 bikes 2015 Los Angeles CA eBikes, Scooters 500 ebikes, 2,000 scooters 2018 Miami FL Scooters 560 scooters 2019 Minneapolis MN Bikes, eBikes, Scooters 3,000 bikes, 1,000 scooters 2010 New York City NY Bikes, eBikes 16,720 bikes, 4,180 ebikes 2013 Portland OR Bikes, eBikes 1,500 bikes 2020 Santa Monica CA eBikes, Scooters 500 ebikes, 750 scooters 2018 San Diego CA Scooters 1,000 scooters 2018 San Francisco CA Bikes, eBikes 5,000 bikes 2013 San Jose CA Bikes, eBikes 800 bikes 2013 Washington DC DC Bikes, eBikes, Scooters 5,000 bikes, 1,000 scooters 2010 Reference contacts from our existing micromobility partners can be found in Appendix C.
2.B-2 Discontinuation of Services
Bikeshare. Lyft acquired Motivate in November 2018. Since the ac- quisition, there has not been a discontinuation of bikeshare service in any market.
Scootershare. < In 2019 and early 2020, Lyft made the hard choice to discontinue service in the following cities because the underly- ing utilization profile created an environment that could not sup- port a sustainable micromobility program: Atlanta, Austin, Dallas, Nashville, Oakland, Phoenix, San Jose and San Antonio.
ur commitment to helping grow alternative mobility options in Santa Monica is illustrated by the fact that we expanded our local service to include ebikes in 2020—helping close a mobility gap that arose with the closure of Breeze Bike Share. >
2 Depending on the system, this date goes back to system launch, including launches which pre-date Lyft’s acquisition of Motivate International LLC. LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 14 2.C EXPERIENCE IN LOS ANGELES COUNTY Are you currently permitted and operating in the City of Los Angeles or other neighboring jurisdictions in Los Angeles County?
Lyft has been operating in the City of Los Angeles since the incep- tion of LADOT’s initial dockless mobility permit program in 2018, and is currently permitted to operate both ebikes and scooters in Los Angeles. Lyft will continue to operate in Los Angeles via LAD- OT’s new permit program, with the ability to deploy up to 6,000 ebikes and scooters. In addition, Lyft was selected as one of two scooter operators in a competitive process at UCLA in 2019, and was one of four companies selected to operate in Santa Monica’s first Shared Mobility Program in 2018—we are now one of the re- maining two operators in the City. Lyft launched shared micromo- bility services in all of these permit programs only after expressly receiving a permit to operate, and has operated in each of these programs without disruption since the initial permits were distrib- uted.
Lyft’s long-term commitment to providing Santa Monica with a best-in-class micromobility program compelled us to launch our new ebike service in a moment of universal uncertainty during the COVID-19 pandemic, to help the City fill an emerging gap in the City’s alternative transit infrastructure. While other micromobility operators were pausing their services or leaving Santa Monica altogether, the Lyft team worked in close coordination with Santa Monica City staff to ensure that there would be no disruption in the availability of bikeshare services when the Breeze Bike Share system’s contract expired in Fall 2020. Lyft worked to quickly launch 500 ebikes and help the City maintain bikeshare as an essential travel option for Santa Monica residents and workers in the midst of the COVID-19 pandemic. Given Lyft’s experience running the largest dock-based bike systems throughout the country, we de- cided to leverage the existing Breeze station infrastructure in Santa Monica, deploying to, rebalancing to, and incentivizing parking at these stations, thus building a dependable, organized, and safe hybrid-docked bikeshare system.
We have attached letters of support [Appendix D] from local orga- nizations across Santa Monica and the broader LA Area—including Santa Monica Spoke, The Santa Monica Chamber of Commerce, UCLA, USC, DSJ Printing, and Westside Ballet—speaking to Lyft’s commitment to building community around micromobility.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 15 2.D LENGTH OF CORPORATE OPERATIONS Length of corporate operation, and related or ancillary business operations beyond shared mobility systems.
Lyft, formerly Zimride, has been in business for 12 years. Lyft’s sub- sidiary Motivate International Inc. was founded in 2009. 8D Tech- nologies, which recently amalgamated with Lyft’s subsidiary, Lyft Canada, was founded in 1996.
2.E PERSONS WITH SIGNIFICANT EQUITY Names and addresses of any person or entity that has (i) more than 10 percent equity, participation, or revenue interest in the application or (ii) is a trustee, director, partner, or officer of that entity or of another entity that owns or controls the applicant. Identify the names and addresses of any parent or subsidiary of the application, and describe the nature of any such parent or subsidiary business entity. Identify any subcontractors or other partner organizations.
Lyft Bikes and Scooters, LLC is 100% owned by Lyft, Inc., its sole Member. Lyft Bikes and Scooters, LLC is member-managed. Lyft, Inc. is a publicly traded corporation with no parent corporation. Below we provide details about both Lyft Bikes and Scooters, LLC and Lyft, Inc. Both organizations are located at 185 Berry Street, Suite 5000, San Francisco, CA, 94107.
2.E-1 Equity Ownership
10% Equity Stakeholders for Lyft, Inc. Based on Lyft, Inc.’s knowledge from publicly available U.S. Securi- ties and Exchange Commission filings, entities affiliated with FMR LLC beneficially own more than ten percent of Lyft, Inc.’s outstand- ing common stock. Name Address FMR LLC 245 Summer Street, Boston, Massachusetts 02210
Directors of Lyft, Inc. as of March 31, 2021 Name Address Logan Green 185 Berry St,. Suite 5000, San Francisco, CA 94107 John Zimmer 185 Berry St,. Suite 5000, San Francisco, CA 94107 Prashant (Sean) Aggar- 185 Berry St,. Suite 5000, San Francisco, CA 94107 wal Ann Miura-Ko 185 Berry St,. Suite 5000, San Francisco, CA 94107 Mary Agenes (Maggie) 185 Berry St,. Suite 5000, San Francisco, CA 94107 Wilderotter Valerie Jarrett 185 Berry St,. Suite 5000, San Francisco, CA 94107 David Lawee 185 Berry St,. Suite 5000, San Francisco, CA 94107 Ariel Cohen 185 Berry St,. Suite 5000, San Francisco, CA 94107
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 16 Officers of Lyft, Inc. as of March 31, 2021
Name and Position Address Logan Green 185 Berry St,. Suite 5000, San Francisco, CA 94107 Chief Executive Officer John Zimmer 185 Berry St,. Suite 5000, San Francisco, CA 94107 President Brian Roberts 185 Berry St,. Suite 5000, San Francisco, CA 94107 Chief Financial Officer Kristen Sverchek 185 Berry St,. Suite 5000, San Francisco, CA 94107 General Counsel and Secretary Lisa Blackwood-Kapral 185 Berry St,. Suite 5000, San Francisco, CA 94107 Chief Accounting Officer David Le 185 Berry St,. Suite 5000, San Francisco, CA 94107 Assistant Secretary
Alix Rosenthal 185 Berry St,. Suite 5000, San Francisco, CA 94107 Assistant Secretary
Officers of Lyft Bikes and Scooters, LLC as of March 31, 2021
Name and Position Address John Zimmer 185 Berry St,. Suite 5000, San Francisco, CA 94107 Chief Executive Officer and President Kristen Sverchek 185 Berry St,. Suite 5000, San Francisco, CA 94107 Secretary Janet Duncan 185 Berry St,. Suite 5000, San Francisco, CA 94107 Treasurer David Foster 185 Berry St,. Suite 5000, San Francisco, CA 94107 Vice President
2.E-2 Subcontractors and Partner Organizations
Lyft works with to manage and staff a portion of our team operations in Santa Monica. All 50+ individuals contracted via are W-2 staff members and are based out of our Santa Monica warehouse.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 17 TRADE SECRET - PROPRIETARY 2.F FINANCIAL STATEMENTS Provide financial statements with enough information to determine financial stability of the company. These may include but are not limited to: Financial Statement or Annual Report, Business Tax Return, Statement of income and related earnings, etc.
With nearly $2.3 billion in unrestricted cash and cash equivalents and short-term investments as of December 31, 2020, Lyft has sufficient liquidity to support our business operations and capital expenditures needs. Our most recent Annual Report can be found on our investor website at https://investor.lyft.com/financial-infor- mation/sec-filings.
2.G LOCATION OF OFFICES Length of corporate operation, and related or ancillary business operations beyond shared mobility systems.
Lyft’s Bikes & Scooters Southern California HQ is located at 1705 Stewart St., Santa Monica, CA 90404. Lyft’s Inc.’s Corporate Head- quarters are located at 185 Berry St, Suite 5000, San Francisco, CA 94107.
2.H LOCAL EMPLOYEES Number of local employees (full time, part time, and contracted staff).
Lyft Bikes & Scooters’ Southern California HQ is located in San- ta Monica at 1705 Stewart Street. From this Santa Monica loca- tion, David Fairbank [2.A] manages a team of < 18 full-time Lyft employees and full-time W-2 staff to run our ebike and scooter programs across the region. During peak season, Lyft has worked with full-time W-2 staff, and will likely reach these levels again in the summer months of 2021. >
2.I INSURANCE AND INDEMNIFICATION Capacity to meet insurance and indemnification requirements.
Lyft confirms that we will meet the insurance and indemnification requirements unchanged, as put forth by the City of Santa Monica.
Further, Lyft appreciates the City’s willingness to modify the insur- ance requirements based on feedback provided by operators and welcomes the opportunity to continue our conversations on alter- native insurance requirements and indemnification language that conform with industry standards while meeting the City’s require- ments.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 18 TRADE SECRET - PROPRIETARY 2.J HOURS OF OPERATIONS Hours of device availability and hours of operation.
Lyft’s fleet of ebikes and scooters are available for hire everyday, Monday-Sunday, 24/7, including holidays. Lyft’s micromobility operations team also works 24/7 to ensure adequate rebalancing, compliance, maintenance, and sanitation of Lyft’s micromobili- ty devices in Santa Monica. Our team is committed to delivering consistent and dependable operations to the Santa Monica riding public. We are extremely proud of the service we have delivered to the City to date, including our distinction as one of the only opera- tors in Santa Monica to keep micromobility available and moving in the City throughout the COVID-19 pandemic.
2.K EMERGENCY RESPONSE STRATEGY Strategy for response, recovery, and service continuation during times of environmental, economic, or man-made emergencies.
The City of Santa Monica has a direct line to Lyft’s Bikes and Scoot- ers General Manager for California, David Fairbank [2.A], who is available to the City 24/7 to address any emergency that may arise. The City also has direct contact with Operations Manager, Alex Quoyeser, and Lyft’s on-duty shift supervisor, ensuring our entire team is on hand for any immediate needs. Over the past two years of operations, Lyft has demonstrated our ability to sup- port the city with rapid-response in times of crisis, and has worked directly with the Santa Monica Fire Department to establish pro- active response measures. Below we detail how Lyft’s emergency response strategy adapts and iterates to new and evolving cir- cumstances. • A readily-available team. Lyft’s local Bikes & Scooters team of 18 FTE < (and W-2 staff)> works around the clock to keep our bikes and scooters available to riders whenev- er they need them. As a result of having a local warehouse in Santa Monica and a W-2 staffing model, our team is able to quickly respond to any City request to relocate or remove scooters from the street during emergencies or special events. To illustrate our rapid response time, Lyft’s Santa Monica and Los Angeles operations team has been responding to requests from LADOT on a platform called MyLA311 that requires operators to respond to and close out service request tickets within two hours. Lyft was the only provider fully compliant with this request in their recent data publication, which took place from February 2020 to May 2020.3
3 http://clkrep.lacity.org/onlinedocs/2017/17-1125_rpt DOT_07-13-2020.pdf LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 19 • Working hand-in-hand with City Staff to address emerging crises. We work closely with City staff during times of crisis to strategize and agree on the best operational approaches to meet the City’s desired goals. Some examples of our quick adaptations over the last couple of years include the follow- ing: • Supporting Santa Monica’s mobility needs during the pandemic. Over the last trying year, Lyft was one of only two operators to keep our Santa Monica scooter opera- tions open to meet residents mobility needs throughout the pandemic. In fact, Lyft worked with the City to ex- pand the availability of socially-distanced travel op- tions by introducing a fleet of 500 ebikes to fill the gap in service created by the discontinuation of the Breeze Bike Share service. Recognizing the desire for socially distanced mobility options during the pandemic, Lyft quickly designed and launched a free ride program for essential workers and provided over 4,000 free rides to critical workers in Santa Monica and the greater Los Angeles area. • In addition, throughout the pandemic Lyft has continued to work with the City of Santa Monica to develop device cleaning processes and sched- ules, ensuring that the public’s health is our num- ber one priority. For further details about how Lyft adapted our cleaning and maintenance proto- cols, see [4.B-5]. • Rapid Response to Unexpected Events. Last Summer, when the City experienced extensive vandalism, vio- lence, and looting, Lyft quickly worked with the City of Santa Monica staff to first limit, and later restore, mi- cromobility services to the City’s streets. Lyft was able to immediately disable rentals and then rapidly collect and remove our devices from the streets upon notifica- tion from the City. In addition, immediately after receiv- ing notice from the City, we promptly redistributed our devices and restored micromobility commute options to the City’s street. This situation was a prime example of the 24/7 direct line that the City has to Lyft’s Gener- al Manager, and the quick response that our in-house 24/7 operations team enables.
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• Rapid technical responses. Lyft’s suite of operational tools allows our team to rapidly respond to City re- quests, such as road closures. Rather than requiring centralized engineering support, our local operations team is able to implement new geo-fences at a mo- ment’s notice that restrict where devices are allowed to operate and where ride-ending actions (i.e. completing and locking ride) can be executed. • City Events and Parades. Lyft has worked with Santa Monica City staff to geofence, remove devices, and provide on-site ambassadors and valets for events such as the LA Marathon and concerts at the Santa Monica Pier. Additionally, we worked with Los Angeles City offi- cials in 2019 to disable and remove scooters from areas where parades and celebrations were taking place for the Los Angeles Lakers and Los Angeles Dodgers cham- pionship celebrations. • < Miscellaneous Demonstrations. When groups on so- cial media organized scooter “flash mobs” in Downtown Los Angeles in December 2019, LAPD was tipped off and asked Lyft to disable all scooters in the area to prevent potentially violent demonstrations from taking place. Lyft acted immediately on two separate occasions, and was able to support the LAPD in swiftly defusing the situation. > • Investing in the community. Lyft partnered with organizations such as UCLA Health, USC Keck, and Meals on Wheels West throughout the pandemic, ensuring that members of these critical organizations were able to travel safely during this period. To support essential workers, Lyft also deployed our devices to Santa Monica hospitals, including Saint John’s and UCLA Health, making it easier than ever for critical workers to find our devices, when and where they needed them.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 21 TRADE SECRET - PROPRIETARY SECTION 3: EQUIPMENT
Describe specific details and provide photos of the proposed devices and supporting equipment; briefly describe unique elements that you are offering beyond the minimum requirements outlined in Sections 4.2 and 4.3 of the Administrative Regulations.
Lyft is multimodal to our core, and is one of a small handful oper- ators capable of providing both bikes and scooters in our micro- mobility system. In our experience, operating bikes and scooters together in many of our systems throughout the country, we have found that bikes and scooters serve different use cases, and are pleased to offer both devices in Santa Monica. In the follow- ing section we provide an overview of these cutting-edge and street-proven devices. We discuss not only device specifications, but also operational capabilities, fleet composition, and opportuni- ties for this fleet to further support Santa Monica’s transit services.
3.A DEVICE TYPE Device type and categorization, and evidence of compliance with California Vehicle Code, for all proposed devices.
3.A-1 Lyft’s Hybrid Ebike
Lyft introduced our first pedal-assist ebike in late summer 2018. With pedal-assist ebikes, riders activate the motor by pedaling, and the motor alone won’t propel the bike. < The model we use in Santa Monica includes an IoT module (the device’s “brain”) and rear cable lock that allows customers the flexibility to lock the ebike to our lightweight stations or traditional bike racks throughout the City. Our ebike includes a swappable battery on the bike’s downtu- be, which allows our Field Associates to swap low charge batteries in the field, rather than bringing the ebike back to the warehouse to charge. >
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< Development of our next generation ebike is underway, This new bike takes into account all of our learnings from shared mobility to bring the best to cities and riders. Lyft welcomes the opportunity to introduce the City of Santa Monica to this new model ahead of our launch and can provide device specifications upon request.>
Please see evidence of Lyft’s compliance with the California Vehicle Code in Appendix E.
3.A-2 Lyft’s Scooter
Lyft introduced our latest scooter in 2020 to great reception. Known for their approachability, comfort and durability, these devices have quickly become the scooter of choice for riders across Santa Monica and the nation. We have seen riders from a wide range demographics and backgrounds incorporate Lyft scooters into their everyday routines.
A key component to reducing the environmental impact of Lyft’s operations has been the introduction of in-field swappable batter- ies for Lyft’s scooter fleet. This design feature allows Lyft to trans- port only batteries instead of entire devices between our ware- house and the field between each charge. As a result, we have been able to dramatically increase the number of micromobility devices served per operation’s vehicle trip and decrease the total vehicle miles traveled (VMT) to support daily operations. In addi- tion, the introduction of swappable batteries has allowed Lyft to integrate zero-carbon service vehicles such as e-assist cargo trikes into our field fleet operations. This has led to lean, efficient, and sustainable operations that keep scooters on the ground and in use as much as possible.
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Santa Monica was the first city where Lyft launched our swappa- ble battery operations in 2019. Since then, we have converted our entire fleet in Santa Monica and the Los Angeles area to these swappable battery scooters. < We introduced a higher capac- ity battery device that allows our scooters to travel twice as far on a single charge—reducing vehicle servicing and associated VMT per scooter trip delivered. > Our scooters are built to last and keep riders safe, with LED lights and extensive reflective decals for increased visibility, custom physical hardening to reduce theft and vandalism, and best in class location tracking so you always find the closest scooter when you need it. The classic design is approachable and comfortable for riders of all ages. The fully pneumatic 10” tires are extraordinary at absorbing road vibrations, allowing riders to ride for longer in greater comfort. The low deck height and wide platform makes stepping on and off a breeze.
Please see evidence with the California Vehicle Code in Appendix E. 3.B DEVICE SPECIFICATION Device specifications, including but not limited to: Sizing, and comfort and easy to use by a wide range of users; Tire type and wheel size; Brake types; Lighting brightness and unique lighting features; Kick-stand type (one point of contact, two point of contact); Maximum device speed; Motor systems including batteries; Average mileage on a single full battery charge; Anti-theft and vandal resistant hardware and components; On-de- vice communications such as Contact information, and Vehicle ID; Any unique device amenities that improve safety or rider experience.
3.B-1 Lyft’s Hybrid Ebike Specifications Frame Powder coated aluminum | Step-through design Weight 70 lbs (inclusive of battery) Wheels 26” | Anodized aluminum rims | Stainless steel spokes Tires Marathon Puncture resistant tires Lights Front: 200 lumens | Rear: 12 lumens Gears Nuvinci internally geared, infinite shifting hub Brakes Front: Tektro MD-M300 disc brake | Rear: Roller brake Basket 25 lb carrying capacity | Bungee to secure cargo Saddle Weather-resistant, Center cut-out for water drain- age Rider Height 4”10 to 6’7” Max Speed Configurable by city. Max 20 mph. Range 28-32 miles Power 350W front-wheel hub motor Battery Energy content approx. 500Wh
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 24 Charger External AC Adaptor 4.2V, 4A 4 hours for full charge | 80 minutes for 50% charge Embedded Technology Connectivity: CAT1/CATM Bike Location: IMU enabled GPS plus WiFi Reader: NFC Firmware Updates Delivered over-the-air Unlock Capabilities NFC Unlock QR Code Unlock Chainstain number unlock User Interface LED light ring visually displays 5 different bike states Buzzer for audio tones Cable Lock (optional) Stainless steel lock-pin immobilizes rear wheel 10mm diameter steel braided cable with plastic housing Kick-stand Single-sided Communications Each device has a unique device number, Lyft’s contact details, and safety information Security Custom shields to protect battery Custom hardware to mitigate wheel theft Bell Warning bell embedded into left gear shifter
3.B-2 Lyft’s Scooter Specifications Dimensions Approx. 116 cm x 45 cm x 117cm Weight 19kg or 42 lbs Material Aluminum Max Speed 15 mph Motor Power 350W to handle all road conditions, including hills Max Incline Approx. 20% Range 37 miles Battery 15.300Ah capacity (regular pack); 27.9Ah (pro pack) Braking Dual action hand brake that controls mechanical drum brake on front wheel and electronic rear brake for safer more secure stopping Wheel Size 10” Tire Type Pneumatic Lights Powerful LED lights on front and rear visible at 30ft Resistance IP55 for vehicle, IP67 for battery Connectivity LTE Cat-1 Cellular Modem Location Tracking GPS Module and Antenna
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 25 TRADE SECRET - PROPRIETARY
Sensors Accelerometer & Gyroscope Communications Each device has a unique device number, Lyft’s contact details, and safety information Regulatory FCC certified, UL 2272 Kick-stand Single-sided Security Custom fasteners and shields to protect battery and electronics 3-phase locking of the rear wheel to prevent theft
Bell Warning bell
3.C DEVICE DURABILITY AND LIFESPAN Device durability and anticipated life span.
Scooter and ebike lifespans can vary widely and are impacted by local conditions such as weather, road infrastructure, topography, and usage. With our current models, we have been able to achieve multi-year long lifespans through proper preventative mainte- nance. < Lyft’s ebikes are designed to last years and travel over miles, and our scooter fleet can last years and travel over miles. > We proactively invest in state-of-the-art op- erational software to track fleet maintenance, and proactively maintain and repair individual parts, to most effectively extend the useful life and reduce the environmental impact of our micromo- bility fleet [4.A-3, 6].
In addition, because all actions taken on bikes and scooters are tracked, we can analyze this data to improve vehicle performance and longevity. For each component, we collect data on the av- erage mean time to failure and we can use this granular perfor- mance data to identify and fix any component performance issues.
3.D DEVICE GPS CAPABILITIES Device GPS capabilities, including geo-locational device controls and systems, geo-fenc- ing, location-based speed reduction or deactivation, sidewalk riding controls, parking controls, device maintenance alerts, tipping sensors, etc.
3.D-1 Geo-location Controls and Systems Device GPS capabilities, including geo-locational device controls and systems.
Our devices use the latest fusion technology to deliver world-class GPS capabilities. We combine wifi and satellite feedback to ensure location accuracy within 10m. Our bikes use additional dead reck- oning predictive algorithms to bring that accuracy as close as 10m. This is especially powerful in dense urban environments, where tall buildings block satellite feedback leading to inaccuracies of up
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 26 to 100m. Each Lyft vehicle updates its location every 5 seconds to provide live tracking for riders looking to rent a vehicle as well as for our operations staff that is working to service vehicles.
3.D-2 Geofencing Capabilities Device GPS capabilities, including geo-fencing.
Over the course of the last two years, the Lyft team has worked closely with the City of Santa Monica to establish geofences that meet a wide variety of traffic, parking, and event priorities. We have responded to City geofence requests in a timely manner and local staff has always quickly implemented geofences by request. We have also been able to respond quickly to a wide variety of requests for prohibited parking zones, multiple concurrent speed geofences, in-app messaging and reminders, as well as the im- plementation of incentive zones. Lyft’s geofencing capabilities sup- port our ongoing efforts to keep riders safe and comply with Santa Monica’s rules of the road. Detailed descriptions of additional actions taken are provided in [7]. There are a number of ways that we use geofence technology in our local micromobility operations to encourage desired riding and parking behavior, including: • Defining the service area. Establish boundaries that dictate where our team will deploy devices, as well as limit where riders can start and end their ride. • Establishing “No Riding,” “No Parking,” and speed restriction zones. We use geofencing to enforce No Riding Zones by slowly reducing the scooter’s speed when it enters the re- stricted area. We can also prohibit a scooter rider from end- ing a trip in a No Parking Zone. Our technology allows us to restrict speeds in certain parts of the city either permanently or temporarily. Lyft was one of the initial companies in Santa Monica which worked with the Community Advisory Com- mittee to set no throttle zones throughout the city, including the Third Street Promenade, Palisades Park, Beach Bike Path, Santa Monica Pier, and public parks. • Implementing scooter “incentive zones” and ebike stations in-app, and enforcing improper parking fees to encourage respectful parking. Incentive zones, also known as “virtual corrals,” are designated parking areas visually designated in the Lyft app and on-street. Any ride that ends in an incentive zone is eligible for a monetary discount on the ride. Lyft uses The Lyft app already has the required restricted zones and virtual incentive zones to maximize fleet availability, facilitate bal- corral incentive zones visualized. anced distribution of devices, and also nudge riders towards starting and ending points that better serve the needs of the
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 27 TRADE SECRET - PROPRIETARY
next rider. Incentive zone discounts can be easily customized in response to supply and demand needs in order to guide riders to park in a particular zones or “hubs.” Santa Monica was the first city in which Lyft launched incentive zones in 2019 to incentivize riders to park in the corrals throughout Santa Monica, and we currently have a $1 incentive for park- ing in corrals.
Additionally, for ebikes, we have added the existing Breeze Bike Share station infrastructure into our app, and incentivize ebike riders to park at these stations. Similar to the Breeze Bike Share program, we charge a $1 out of station parking fee for bikes parked outside of one of the 80 Breeze Bike Share stations. Additionally, our operations team enforc- es a $10 fee for any ebike that is not parked in compliance. Among the most common offenses are ebikes that are “free- locked” (not locked to an anchored object) or are parked near required access areas. For each infraction, a user receives an email with information about how to properly park an ebike in Santa Monica to encourage better future behavior. • Sidewalk detection to enforce safety and proper etiquette. When riders start or end certain rides in Santa Monica, a pop-up appears in the rider’s app reminding them that sidewalk riding is prohibited.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 28 different days throughout the week. The City requires operators to move scooters out of the in-street corrals prior to sweeping, and then back in after sweeping. To provide an industry-best street sweeping operation, we first cross-checked San Diego’s list of 550+ corrals on the ground with our local operations team to get the most accurate map, finding that the City’s map was missing 17% of corrals on the ground, and mistakenly included an additional 3% which had been removed. Next, we ingested hundreds of pages of street sweeping directions and integrated them into a dynamic oper- ations map, which changes based on the day of the week. Finally, we trained our overnight operations team to leverage this new product feature effectively. For more information, please see this Medium post on the feature. • Supporting Transit with Rider Incentives. Lyft can coordinate with Big Blue Bus and community partners to encourage and reward the use of ebikes or scooters as a first-last mile con- nection to regional transit services. By geo-fencing parking locations at transit hubs, we are able implement these user incentives. • Real-world results in San Diego: In San Diego, Lyft has part- nered with Metropolitan Transit System (MTS) to encourage riders to ride to a transit hub—complete with a $1.00 incen- tive. We deploy scooters to these hubs to provide users with a first-/ last-mile option.
3.D-3 Location-based Speed Reductions or Deactivations Device GPS capabilities, including location-based speed reduction or deactivation.
To ensure safe operations, Lyft has used geofencing technology in multiple cities across the US, including Santa Monica, to reduce speed or deactivate throttle in certain corridors and we are pre- pared to establish additional geofenced areas per City guidance. As previously mentioned, we worked with City Staff and communi- ty representatives to develop the geofences required in the City of Santa Monica, and plan to remain highly proactive on this front to ensure the safety of City streets for all users.
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3.D-4 Sidewalk Riding Controls Device GPS capabilities, including sidewalk riding controls.
Lyft has made significant investment in technology tools and educational resources to encourage safe riding and appropri- ate use of Lyft micromobility devices. We bring a multi-pronged safety strategy to Santa Monica that combines engineering, en- couragement, education, enforcement, and on the ground safety training to encourage best riding practices. < During this permit program, Lyft will which can identify when riders have rid- den on the sidewalk—more details on the technical approach are described in [7.A-1]. > Below is a summary of the strategies that we deploy to discourage sidewalk riding: • On-Device Reminders. Every scooter and ebike is labeled with a large “NO RIDING ON SIDEWALKS” decal. • Education. Lyft’s user education and training promotes best riding practices, and clearly communicates that riding scoot- ers on sidewalks is prohibited in Santa Monica and could lead to a suspension of a user’s account. See [8] for further details about Lyft’s commitment to community outreach and rider education. • Santa Monica Specific Messaging. We include messaging in-app and on the website, bespoke to the City’s local park- ing and riding policies. Messages remind users not to ride on the sidewalk and to always yield to pedestrians. • In Santa Monica, we notify riders “Please do not ride on sidewalks, and instead stay on bike paths or the road. Thank you for helping to keep the sidewalks safe!” • Sidewalk Detection and Geofence Warning Messages. When a rider tries to ride a vehicle in prohibited areas (such as a No Parking Zone, No Riding Zone), they receive an in-app notification reminding them of the service area’s riding rules. < If the device detects sidewalk riding, Lyft would notify the rider after their journey is completed providing them with a reminder of road rules and future penalties associated with riding on the sidewalk [7.A-1]. > • Displaying Safe-Riding Corridor Alternatives. We have found that the best way to encourage proper riding behavior is to provide riders with safe and reliable traveling route sugges- tions. To help all riders locate the safest way to travel from A to B, Lyft displays Santa Monica’s existing bike lane network to our micromobility users, and provides riders with direc-
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tions along dedicated infrastructure such as slow streets and bike lanes. These features are designed to guide riders to- wards cycling infrastructure and discourage sidewalk riding. • Suspending Non-Compliant Accounts. Lyft can and will sus- pend accounts as requested by the City or at our discretion if we believe a user has acted inappropriately by putting public safety or physical assets at risk.
3.D-5 Parking Controls Device GPS capabilities, including parking controls.
3.D-5.1 Promoting safe parking operations We use several in-app features to help ensure safe and compliant use of the dockless system. To help reinforce good parking eti- quette, our in-app onboarding and just-in-time education surface helpful reminders before and after rides. For example, we prom- inently display to riders the service area geofences within the Lyft app to ensure safe and legal parking that does not encroach on the public right-of-way. As discussed in [3.D-5.2, 5.B-6] we also provide riders with clear monetary incentives at the end of their rides for parking in desired corrals (for scooters) or stations (for ebikes)
3.D-5.2 Dedicated parking zones To ensure that Lyft’s micromobility system adds value to Santa Monica’s public rights of way, we fully support the City’s dedicated parking zone approach. These dedicated zones are geofenced, and visible in-app—and we provide $1.00 incentive for parking within them—so that users can easily navigate their way to zones at the end of their journey. In addition, Lyft charges a $10 fee for every improper bike parking violation after a user’s first offense. Scooter rides incur a $25 fee for improper parking, which includes rides ending outside of the service area. All riders receive a warn- ing message on their first improper parking violation.
< A recent parking experiment showed that notifying riders who commit parking infractions as soon as the infraction has been identified through automated push notifications resulted in a decrease in repeat offensives and reduced total parking infrac- tions by over . Infractions are identified both systematically (our system identifies the trip ended in a no parking zone) or obser- vationally (our staff member identifies that the vehicle is parked improperly). >
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3.D-5.3 Lightweight Stations and the concept of Big Blue Mobility Hubs Lyft is also open to discussing with the City how we could work to- gether to introduce dedicated parking infrastructure—such as our lightweight station—which provides additional organized parking for micromobility devices. In Minneapolis, we have implemented Nice Ride lightweight stations that accommodate both bikes and scooters, as well as parking incentives that have had a positive impact on the management of the public right-of-way. The design of these lightweight stations increases parking capacity per square foot, is highly modular to allow use in areas where traditional sta- tions don’t fit, and is quicker and less expensive to implement.
< . To encourage connections to the City’s larger transit network, Lyft is interested in discussing with the City how lightweight stations could be strategically positioned near high volume Big Blue Bus stops and transfer points. We have also conceptualized and rendered (see photo, left)
encourage the use of micromobility as a first-last mile solution, as well as promote the City’s larger regional transit network. >
< We are interested in discussing with the City how these Light- weight stations (even as a small scale pilot) could be introduced to Santa Monica by Lyft over the course of this next permit.
>
3.D-5.3 Park and Pic To help bolster parking compliance, Lyft requires scooter riders to snap a photo of their parked scooter upon ending their ride. This picture will be used by operators to document that the scooter is upright and not blocking the sidewalk or pathway. We have found this step helps encourage and remind users to properly park their scooter at the end of a ride.
3.D-5.4 Diligent Operations Lyft runs a 24/7 operation that deploys associates throughout the service area at all hours of the day. All staff are trained to be cour- teous of our operating environment, understanding that residents can be sensitive to noise and other commotion, especially in the late hours of the evening or early in the morning. As part of their responsibilities, associates are tasked with retrieving and rebal- ancing devices that are improperly parked or abandoned. Each time a rider attempts to park an ebike or scooter in a prohibited
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 32 area (such as a No Parking Zone), they receive an in-app message reminding them of the service area’s parking rules. Based on feed- back we collect on a user about valid parking (from our operation team/software, the City, or flagged by other users) we are able to identify users whose parking is frequently flagged as non-compli- ant. We proactively follow-up with riders on their parking etiquette and reserve the right to suspend bad actors’ use of our platform.
3.D-5.5 Creative Approaches to Creating a Culture of Respectful Riding Behavior
Local artist, Leila Youssefi, with two of her three murals, while in process, in Santa Monica.
Lyft continues to explore innovative ways to reach the general public with messaging that reinforces and promotes a culture of safe, orderly and respectful riding behavior. For example, this year Lyft sponsored a series of murals by Leila Youssefi, a local Santa Monica artist, who painted three murals within the City to promote positive rider behavior and emphasize that micromobility is for people of all backgrounds. Youssefi’s murals reflect the diversity of Santa Monica’s residents, promote positive messages and riding etiquette, all while supporting a local artist and adding beauty
to Santa Monica’s public space. When unveiled in February 2021, the murals were praised by Santa Monica’s City Council members.4
4 https://twitter.com/stgactor/status/1357237836504657 920?s=20
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 33 3.D-6 Device Maintenance Alerts Device GPS capabilities, including device maintenance alerts.
Each Lyft device is equipped with a network of state of the art sensors that communicates in real-time to our servers regarding the vehicle’s health and current performance. Vehicles operating below our thresholds (e.g. low battery) are automatically disabled from future rentals and flagged for service by our 24/7 opera- tions team. Lyft ebikes and scooters also have sensors that detect if there is any damage to the internal components. If they detect an issue, they automatically become unavailable to riders and are flagged for pickup. Furthermore, both ebikes and scooters are flagged as “Needs Inspection’’ if a rider gives negative feedback in the app upon the conclusion of their ride. The device is subse- quently disabled, requiring our operations team to dispatch an associate to the device in order to perform a thorough inspection of and repair any damage to the device before it can be rented again.
3.D-7 Tipped Sensors Device GPS capabilities, including tipping sensors.
Every Lyft scooter has an inertial measurement unit (IMU) chip in its proprietary IoT device, which houses an accelerometer. This chip measures a scooter’s absolute angle relative to the ground, and reports this value back to Lyft’s server every 30 seconds while parked. These measurements enable Lyft’s Operations Leads to identify scooters that are tipped over, and inform Field Associates to correct this poor parking behavior to promote public safety and create easier access. We have a filter in our internal fleet tracking software that allows our Operations Leads to seamlessly see which scooters are tipped over across the city at any moment.
During peak hours and times of year, the Lyft operations team dispatches field associates on motorized trikes to tend to tipped over scooters and rebalance them to appropriate parking loca- tions. As these trike drivers go from one tipped scooter to another, they monitor for devices that are blocking crosswalks, fire hydrants, and other violations, to ensure that our fleet is in compliance with parking regulations.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 34 3.E DEVICE TRACKING Device tracking and status features of software and operations management systems.
As mentioned in [3.D], Lyft’s operation tooling is built off of our pre- cise and accurate device tracking capabilities. helps our Operations team deploy, rebalance, pick-up, and swap batteries for vehicles throughout the day. In addition, is the mobile app that our field team uses to complete assigned maintenance and rebalancing tasks. Our tools track the location of each de- vice—with up to —and battery status in real-time, and when system imbalances arise, vehicle charge is depleted, and usage violations occur, our software will automatically deploy a team member to redistribute devices or replace device batteries.
3.F FLEET SIZE Ability to provide a minimum of 50 devices of any proposed device type at program launch date.
Lyft is able to meet the minimum requirement of 50 devices avail- able at program launch. Over the past two and a half years, we have demonstrated the ability to scale our fleet size to match seasonal demand (operating up to our permitted amount of 750 scooters and 500 bikes), while also maintaining sufficient avail- ability to fill an important transportation need in Santa Monica. As an operations team, we focus on hitting certain utilization bench- marks to ensure that we are not contributing to oversaturation and clutter of devices in the City.
3.G INTEROPERABILITY Strategy and ability to achieve interoperability or integration between your service and other non-automobile modes of transportation.
We recognize that public transit is the foundation of urban mobility and that a major objective of the City’s micromobility program is to facilitate connections to the region’s robust mass transit network— including Big Blue Bus and LA Metro services. With this in mind, the Lyft team invests heavily in technology solutions that encourage adoption of public transit services and mode-shift from personal automobile usage. Examples of Lyft’s commitment to encouraging connections to transit and prioritizing non-automobile modes of transportation include: • Real-time Transit and Transit Trip Planning. In 2018, Lyft became the first shared mobility company to integrate re- al-time GTFS-RT transit information into our mobile app; integration of Santa Monica’s Big Blue Bus services and LA
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Metro were the first real-time transit information integrated into the Lyft App.5 Today, real-time transit information is sur- faced to riders for every trip booked through the Lyft plat- form, showing riders the best transit-trip for their planned origin and destination as well as providing users with pricing and real-time location of buses and trains.
• < Multi-Modal Routing | Micromobility + Transit Trip Plan- ning. Building on our transit trip planning features, Lyft has begun development and testing of a multimodal trip plan- ning feature that will provide micromobility + transit direc- tions. This new feature will be live in the Santa Monica area , surfacing recommended multimodal journeys to residents by pairing first/last-mile bike trips with longer Big Blue Bus and LA Metro travel legs. This new multimodal fea- ture will provide commuters with simple directions on how they can use the micromobility system to connect with their desired transit trip or allow them to make short trips and access urban amenities without a car. Convenient, sustain- able commuting alternatives will be presented for every trip planned through our app. See above for screenshots of this feature. > • Promoting Awareness of Bike Lane Network. As part of our strategy for improving safety for all users of the street, we surface Santa Monica’s existing bike lane network in the Lyft app. Bike-friendly, fully protected bike lanes appear as dark green lines in the app, while partially-protected sections of the City’s bike network appear as dotted green lines.
5 https://www.lyft.com/blog/posts/lyft-launches-nearby- transit-in-santa-monica-to-show-public-transit-routes-in app
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In addition, we provide directions when users input their origin and destination. This in-app information helps direct riders toward safe bicycling routes and minimize sidewalk riding. • Walk Mode. Lyft recognizes that certain trips may be best served by walking versus taking one of our micromobility modes. Recognizing the City’s commitment to sustainability and promoting healthy active travel, Lyft has also launched a walking mode within our apps to encourage walking trips as an option for any short journey. This feature was launched to all Lyft users in the Santa Monica area in June 2020. • Transit Payment Integration. To streamline the process of connecting to transit, Lyft has been working to integrate tran- sit payments in the Lyft app, starting with Denver‘s Regional Transportation District in November 2020.6 Lyft’s micromobil- ity riders in Denver can now plan, pay and ride Denver RTD’s transit services via the Lyft App. Riders can easily search and compare routes, purchase multiple tickets and save unused tickets for up to 45 days. Riders can also view all purchased tickets and activate a ticket with a single tap when they’re ready to ride. < Lyft’s product team is working to bring these features to more transit agencies, to enable riders to execute multimodal trips with a single purchase that covers transit plus ebike or scooter legs. During this next phase of the City’s pilot program, Lyft is interested in exploring with the City how we could support multimodal trip-making > • Bundled Transit-Microtransit Pass. We believe that Lyft’s ebikes and scooters can expand the reach of public transit by facilitating first and last-mile connections and serving as both a complement to the City’s bus lines and rail facilities. We have seen the potential for micromobility to complement transit to be especially true over the last year, during which COVID-19 related impacts have led to reduced transit service throughout the cities where we operate. In other jurisdictions, < Lyft is currently working
We would like to explore with the City how this could help promote sustainable travel, and attract more overall riders to Santa Monica’s public transportation options. >
6 https://www.rtd-denver.com/projects/lyft-collaboration
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 37 TRADE SECRET - PROPRIETARY SECTION 4: MAINTENANCE
Briefly describe your plan for ensuring that all devices in the fleet are and remain in good working order, clean and safe to operate for a wide range of users.
Briefly describe your plan for ensuring that all devices in the fleet are and remain in good working order, clean and safe to operate for a wide range of users.
Lyft manages the largest micromobility fleets in the US, with fleets as large as 20,000 bikes and scooters. To keep these large and complex systems moving, Lyft has developed state-of-the-art technology tools to manage, monitor, and measure the health of our micromobility fleet and operations.
In 2020, Lyft successfully conducted over 1,000,000 vehicle inspec- tions and made over 570,000 vehicle repairs on bikes and scooters across our programs. Our relentless, data-driven focus on pre- ventative maintenance and system upkeep allows us to ensure we catch maintenance issues early and reliably maintain systems that are clean, safe and in good working order.
Lyft invests extensively in its operational tools, technology, and processes to deliver best-in-class operations. We have built a proprietary set of systems that use machine-aided decision-mak- ing to ensure our operations team is always aware of and working to address the City’s highest priority needs, meet our contractual requirements, maximize asset utilization, and minimize operational Vehicle Miles Traveled (VMT) per bike/scooter trip delivered. Lyft’s Operations Technology team has developed systems that utilize bike and scooter usage and diagnostic data to create preventa- tive maintenance protocols and integrate them into our everyday procedures and our operations mobile app. We use extensive op- erational data from each of our systems to build predictive main- tenance models that allow us to replace parts prior to failure to protect rider safety and maximize vehicle availability.
This section describes how Lyft intends to meet and surpass the minimum requirements for maintaining the micromobility system. 4.A MINIMUM REQUIREMENTS
Yes, Lyft is able to meet the minimum requirements as outlined in Section 4.4 of the Administration Regulations. Details of how Lyft plans to meet each of the minimum requirements is outlined in Ap- pendix F. Below we also provide a narrative overview of the most
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 38 TRADE SECRET - PROPRIETARY
critical aspects of Lyft’s unique maintenance approach in response to the City’s request for a description of: maintenance approach, staffing, device inspections and critical battery management pro- cedures.
4.A-1 Maintenance Approach and Technology
Lyft has developed proprietary tools to manage, monitor and track vehicle maintenance and workflow management that have been purpose-built to manage large and complex micromobility opera- tions with multiple types of vehicles.
< Lyft’s field staff use a Lyft-developed equipment tracking ap- plication to log the full maintenance history for every device (including trips logged on key components since last replacement). displays rich information , allowing our team to perform swaps and repairs in the field.
This comprehensive history of each device allows us to prescribe vehicle-specific “mandatory maintenance actions” that are de- signed to extend the device’s lifespan.
>
4.A-2 Maintenance Activities and Device Inspections Narrative on how Lyft meets 4.4.C of the Maintenance Administrative Regulations: 2) De- scription of maintenance activities, frequency, and location; and 3) Frequency of device inspection for wear and tear, and stress-based damage.
Lyft has invested, and continues to dedicate, significant resources to the integration of preventative maintenance protocols into its everyday procedures. Each time a device comes into a warehouse, in addition to receiving a full inspection from a mechanic, we al- gorithmically determine if the device is eligible for a preventative maintenance procedure. Because we log a full work order history for every device (including trips logged on key components since last replacement), we are able to consistently target what specific “mandatory maintenance actions” are required to extend the vehi- cle’s lifespan.
Our riders are prompted in-app to share feedback at the end of each ride, which is immediately incorporated into our mainte- nance processes. Devices with feedback that triggers safety con- cerns are immediately deactivated from service and flagged for inspection. In addition to these user-triggered inspections, we also inspect our devices on time-based intervals. Finally, Lyft’s Field
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 39 Operations team completes our standard safety check when re- balancing, retrieving, or swapping batteries.
All maintenance activities are based out of Lyft’s Santa Monica warehouse.
4.A-3 Lyft’s Maintenance Staffing Narrative on how Lyft meets 4.4.C of the Maintenance Administrative Regulations: 1) De- scription of staff quantities, employment type, training procedures.
We believe that diverse, local perspectives are critical to suc- cessfully executing our mission and vision. Our micromobility operations across the United States partner with local workforce organizations to recruit staff, with an emphasis on minority and women-owned businesses. Lyft’s micromobility operations are not supported by independent contractors. Our team is a blend of full-time Lyft W-2 employees and full-time and part-time W-2 operations team members from our operations partner,
In Santa Monica, Lyft works with to pursue partnerships with workforce development organizations to create a talent pipeline for our operations team. We will seek to draw on diverse popula- tions, with a focus on hiring a workforce that reflects the broader demographics of Santa Monica.
Lyft takes steps to ensure that our operations partners comply with all state, federal, and local equal employment opportunity and wage and hour laws. These employees are fully integrated in the Lyft Operations Team and receive proper training to deliver robust maintenance and operations programs. Full-time Lyft employees have W-2 status and receive health and wellness benefits—in- cluding medical, dental, and vision insurance, along with 401(k) retirement savings, parental leave, time off, financial planning, and career development. Our operations partner employees also have W-2 status and receive benefits.
Lyft utilizes a team of trained mechanics and warehouse asso- ciates to regularly perform vehicle maintenance and inspec- tions. Currently, we employ approximately 18 FTE mechanics to ensure our bike and scooter fleet meet our rigorous quality and safety standards. As the system grows, we expect the number of mechanics to scale roughly equivalently while gaining some ef- ficiencies across bikes and scooters and with improvements to hardware longevity. Our team currently consists of 50+ operations associates, which will scale incrementally based on season, as their primary focus is on rigorous vehicle inspections.
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4.A-4 Battery Management Plan Narrative on how Lyft meets 4.4.C of the Maintenance Administrative Regulations: 4) De- scription of battery charging, replacement, and recycling procedures.
Lyft’s hybrid ebikes and scooters have a variety of sensors to en- sure 24/7 monitoring of vehicle performance (i.e. battery health) and automatic disablement of vehicles operating below minimum performance thresholds.
< Tracking system: Our backend tracking systems, l, show us every ebike or scooter device on the street
If a customer indicates in their end-of-ride survey any issues with their ride or device, the device will immediately queue itself for service and become unavailable for hire until one of our associates is able to inspect it. >
< Warehouse safety: The Lyft Bikes and Scooters warehouse charging infrastructure has been designed specifically to com- ply with OSHA regulations and reduce environmental health and safety risk. Our charging outlet amperages operate well under the capacities of our electrical system. Charging racks are oriented to mitigate fire hazards and reduce the possibility of thermal run- away. Finally, damaged batteries are handled with the appropri- ate personal protective equipment and are stored in compliance with OSHA and Hazmat guidelines. >
< Maintenance: The device control unit and battery management system (BMS) on Lyft’s electric micromobility devices continuously run diagnostic testing on the battery system and related electrical systems.
Lyft has built and has successfully deployed real-time alerting and best-in-industry remote diagnostic capa- bilities for our battery systems. For example, a Lyft ebike
, while our scooters can prompting a pick-up and repair automatically. Operators and engineering also use these diagnos- tics to proactively maintain or retire battery systems. >
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< Battery recycling partner: is Lyft’s battery recycling part- ner. holds R2 (responsible recycling), OHSAS 18001 (battery recycling safety), and ISO 14001 (environmental management sys- tems) certifications.>
< Staff preparation: Lyft has developed a battery lifecycle man- agement standard operating procedure
Batteries that are no longer within the serviceable limits are considered to be at the end of their use- ful life and ready for recycling. End of life batteries are separately stored until ready to transport to our battery recycler. Transporta- tion of end of life batteries complies with all federal requirements, including proper packaging and labeling. >
< Staff training: Our local operations team has extensive experi- ence operating our devices across Santa Monica and Los Angeles. We provide our local team with a Battery Management Plan that provides the specifications for the safe and effective handling and operations of batteries. >
< Field Operations: Batteries are transported in that make field operations safe and efficient. Associates have thorough training on the best, safest operation procedures for handling batteries in the vans and in the field.>
4.B SERVICES BEYOND MINIMUM REQUIREMENTS
4.B-1 Field Maintenance and Shop Maintenance Procedures What unique strategies are you offering beyond meeting the minimum requirements in the Administrative Regulations and why are they effective? This could include but is not limited to: i.Field maintenance and shop maintenance procedures
Field Maintenance. Lyft’s field operations team is primarily respon- sible for distributing devices and rebalancing devices, in addition to swapping batteries. While on duty, the team also completes ad- ditional visual inspections when in the field, returning any vehicles in need of maintenance to our warehouse. Every time an associate performs a battery swap on a device—at least once every week, and usually about once every 2-3 days—the associate performs an inspection and undertakes regular preventive maintenance as needed on the device and documents it in our proprietary equip- ment tracking app. Further, field associates are trained to do basic fixes and adjustments that they can do in the field without replace-
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ment parts, such as inflating tires and adjusting brakes. We also have the flexibility to send mechanics out into the field in vans or electric trikes with spare parts and tools to perform more extensive fixes without needing to return the vehicles to the warehouse.
Warehouse Maintenance. Each time a device comes into a ware- house, it receives a full inspection from a mechanic. This inspection is in line with the manufacturer’s maintenance recommendations. This inspection takes place in addition to the field staff’s initial in- spections, in order to diagnose the exact issue with the device.
Warehouse maintenance for ebikes includes inspecting the drive chain, handlebars, tires, brakes, saddle, shifters, lights, fenders and chain guard, basket, bell, battery and electronic components. In addition, Lyft will clean all bicycles and affix steering delimiter bolts as needed.
For scooters, maintenance includes making sure the IoT LEDs light up, the QR code is readable and can be scanned, the throt- tle works, and the brake handle is adjusted correctly. Mechanics also confirm the headlight and brake light work, the brakes and grip are up to spec, the tire pressure and treads are sufficient, and there are no cracks or looseness in the stem or base.
4.B-2 Identifying and Retrieving Broken Equipment What unique strategies are you offering beyond meeting the minimum requirements in the Administrative Regulations and why are they effective? This could include but is not limited to: ii. Broken devices identification and retrieval systems and/or procedures
Lyft’s number one priority is the safety of our riders. Part of ensur- ing that safety is rapidly identifying any devices which are broken or harmed, disabling them for rider use, retrieving and repairing them. Our devices include alerting systems which proactively alert our operations team when something isn’t right.
< Lyft monitors devices which may have damaged batteries and need to be safely removed from service. Lyft’s ebikes and scooters have
. Batteries that have sustained unusual or catastrophic damage rendering them no longer suitable for operation require escalated handling, storage and disposal procedures. Batteries that are identified as damaged are isolated and individually stored in packaging con- sistent with 49 CFR 173.185(f), which includes use of non-combus- tible, electrically non-conductive cushioning material. Damaged batteries are sent to a recycling facility capable of processing and handling damaged batteries packaged per 49 CFR 173.185(f). >
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4.B-3 Charging Procedures What unique strategies are you offering beyond meeting the minimum requirements in the Administrative Regulations and why are they effective? This could include but is not limited to: iii. Charging procedures.
< Lyft practices responsible battery charging, care, storage, and disposal to ensure that our ebikes and scooters are safe and fully operational. Our in-house warehouse charging is OSHA compli- ant to mitigate the hazards of potential electric fires and thermal runaway. Additionally, our in-house operating model allows us to ensure that all staff members handling scooter and ebike batteries are appropriately trained, limiting the likelihood of batteries being damaged. >
< Lyft’s Santa Monica warehouse is run on 100% renewable ener- gy (via Clean Power Alliance), which keeps our batteries charged using renewable sources, too. We leverage best practices to im- plement best-in-class battery monitoring, charging, and swapping procedures. >
See [6.A-3] for a detailed description of battery charging proce- dures.
4.B-4 Staffing Plan What unique strategies are you offering beyond meeting the minimum requirements in the Administrative Regulations and why are they effective? This could include but is not limited to: iv. Staffing plan, employee status (I.e. fulltime, part meti , contracted, etc.), work schedule, and training.
Lyft employs a dedicated staff to maintain, deploy, and rebalance our fleet. Because this team is engaged solely for the purposes of maintaining our micromobility program, we are able to plan and staff specifically for both efficient operational timing as well as peak demand. Our proprietary software also allows this team to react in real-time to address maintenance issues that may arise in the system. Please see section [4.A-3] for more details.
Many of Lyft’s operational staff have been with the team since we launched in Santa Monica in 2018. This longevity and consistency has generated a strong foundation of institutional knowledge that we have incorporated into our tools and processes, creating a ro- bust and dynamic team that is uniquely attuned to Santa Monica operations.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 44 4.B-5 Emergency Maintenance and Device Cleaning What unique strategies are you offering beyond meeting the minimum requirements in the Administrative Regulations and why are they effective? This could include but is not limited to: v. Maintenance and device cleaning procedures during times of environmen- tal, economic, or man-made emergencies.
As described in [2.K], the City of Santa Monica has a direct line to Lyft’s General Manager for California, David Fairbank [2.A], who is available to the City 24/7 for any emergency. Throughout the COVID-19 pandemic, Lyft continues to work with the City of Santa Monica to develop device cleaning processes and schedules—en- suring that the public’s health is our number one priority. Below we detail Lyft’s wider COVID-19 maintenance and device cleaning response.
Our current approach to operations is driven by guidance from the Centers for Disease Control and Prevention (CDC) and local health officials. In Los Angeles and Santa Monica, we have implemented the following strict protocols to protect both riders and staff: Cleaning high-contact surfaces of devices in the field and depot. High-contact surfaces on devices (including handlebars, seats, brakes, bells, shifters, and seat post clamps) are disinfected each time they arrive in the depot, by drivers after they service a bike or scooter in the field or swap a battery, and by added roving field teams dedicated to cleaning activities. • Cleaning high-contact surfaces of vehicles and vans. High contact surfaces on vans and e-assist trikes (including steer- ing wheels, door handles, seat belts, and center console) are disinfected at the start and end of each shift. • Cleaning high-contact tools and accessories. High contact surfaces on tools, parts, operations phones and other shared items are disinfected at the start and end of each shift. • Communicating with riders. Dedicated emails to riders have reiterated healthy best practices, including hand washing, using sanitizer if not possible to wash hands, avoiding close contact with others, as well as avoiding touching eyes, nose, and mouth. As well, we: • Developed an online resource with tips from the CDC to stay healthy, what to do if you feel sick, frequently asked questions about COVID-19, and how we’re helping rid- ers stay safe. • Distribute in-app notification to riders reminding them to wash their hands before and after riding, and to only travel for essential purposes.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 45 • Provide social media updates as CDC guidance changes. • Setting Staff Policies: • In the warehouse and field, our mechanics and associ- ates handle vehicles using gloves and masks, and are required to frequently wash hands. In addition, we take the body temperature of every staffer as they arrive for work. • Per CDC guidance, staff members with COVID-19 symp- toms will be instructed to go home and stay home until they have had no fever for at least 72 hours, other symptoms have improved, and at least 7 days have passed since their symptoms first appeared. If we are notified of a staff member testing positive for COVID-19, they will not be allowed to work in our warehouse until a medical professional advises that they may return to work; in this event, we will also follow guidance from the CDC and local health officials to attempt to identify other individuals who may have been impacted.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 46 TRADE SECRET - PROPRIETARY SECTION 5: SYSTEM BALANCING AND REDISTRIBUTION Briefly describe your plan for achieving citywide device coverage and daily balancing among the defined deployment zones, and avoiding obstructions, hazards, or problem devices in the Public right-of-way.
Lyft has made significant investments into our operational tooling in order to make rebalancing more effective in the busiest and largest cities in the United States. Lyft uses real-time data feeds from our bikes and scooters in combination with ridership patterns and machine learning models to anticipate needs for rebalancing in the field. This system not only allows us to determine which de- vices need a given action (such as a repair or battery swap) per- formed, but allows us to place a priority on each action, ensuring our operations team is always addressing the most urgent items in the most efficient way. The following section details how Lyft lever- ages this technology to achieve citywide coverage while minimiz- ing obstructions and hazards in the public right-of-way.
5.A MINIMUM REQUIREMENTS Do you agree to meet the minimum requirements outlined in Section 4.5 of the Adminis- trative Regulations?
Yes, Lyft is able to meet the minimum requirements as outlined in Section 4.5 of the Administration Regulations as outlined in Appen- dix F. Lyft has demonstrated our ability to meet these regulations consistently in Santa Monica, as demonstrated by our compliance record [Appendix A]. In the section below we provide a narrative overview of the operational technology which provides the foun- dation for Lyft’s best-in-class rebalancing and redistribution.
5.A-1 Operations Technology
Lyft’s Data Science teams use machine learning approaches to develop and refine our rebalancing algorithm, which now incor- porates multiple models of anticipated demand based on fore- casted weather and time of day. This decision support system is both predictive and responsive in nature and assigns our field delivery team with detailed work orders that we can track, mon- itor, evaluate and refine.<
> These sophisticated machine learning models ensure that bikes and scooters are not sitting idle on the sidewalk, and are instead positioned in locations where they will be picked up by riders.
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5.A-1.1 System Optimization and Fleet Management Software < Our fleet management software tools, called , help our operations team deploy, rebalance, and recall vehicles throughout the day.
<
. is acces- sible by both local operations teams as well as central operations, allowing us to not only excel at the day to day needs of a market but also feed the information into centralized models that predict and improve future operations. >
5.A-1.2 Approach to Rebalancing and Accommodating Peak Demand The Lyft team implements micromobility redistribution procedures aimed at both maximizing service availability and minimizing VMT and GHG associated with redistribution. We use cargo vans pri- marily for early morning and overnight vehicle deployment and redistribution when traffic is light, and ensure efficiency by using a routing algorithm to minimize unnecessary VMT. During peak con- gestion and emissions hours, we use e-assist cargo trikes to avoid emissions and traffic impacts.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 48 To more reliably accommodate the riding public’s needs during peak periods and at high-traffic locations, Lyft employs the follow- ing unique and emissions-free techniques to rebalancing: • Valet Services. Lyft has previously used “Valet” stations in Santa Monica (such as for Santa Monica Pier concerts) in order to ensure customers can start or end rides near busy destinations, and keep the public right-of-way orderly. Valet stations are staffed by field team members during dedicat- ed time periods and enable tens to hundreds of additional trips to be accommodated at major destinations. Similar Valet programs we have implemented at larger scale in Boston, Chicago, New York and San Francisco have helped ensure that large trip generators are served in an organized fashion, preventing adverse impacts on sidewalk space and facilitating connections to transit. • E-Assist Trikes. E-assist cargo trikes are our secret weapon. We use them for rebalancing scooters and swapping bike and scooter batteries efficiently during peak congestion time periods and for special events, reducing the overall VMT and carbon emissions of our operations. We first launched our e-assist cargo trikes in Santa Monica in late 2018 as the first operator to do so, and have since purchased additional e-assist cargo trikes to bolster our operation. • Ensuring Proper Parking. Lyft will encourage appropriate ebike and scooter parking through in-app education at the beginning of rides, incentives that encourage using designat- ed parking zones, photo verification, and by allowing anyone to report improperly parked scooters in the Lyft app—which all support vehicle availability during peak demand.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 49 TRADE SECRET - PROPRIETARY 5.B PROTECTING THE PUBLIC RIGHT-OF-WAY What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: i. The schedule, frequency and procedures for rebal- ancing; ii. Staffing plan, employee status (I.e. fulltime, part time, contracted, etc.), work schedule, and training; iii. Complaint response, resolution, and tracking; iv. Device issue notification and resolution technologies; v. Device hardware; vi. In-app notifications or parking/ redistribution incentives
5.B-1 Rebalancing Schedule What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: i. The schedule, frequency and procedures for rebal- ancing.
As discussed in Section [5.A-1], Lyft uses its proprietary software packages of to identify imbalances that emerge in the system in real-time and automates routing for in-field operations staff to address. Our software instructs Lyft operations staff to rebalance bikes and scooters, in addition to performing battery swaps—meaning devices are constantly being rebalanced to support rider needs and travel patterns in a man- ner that also minimizes the VMT of operations. In addition, Lyft’s Operations team is also committed to rebalancing any device they notice that is parked improperly, whether it is tipped over or near a crosswalk. See Section [5.B-4] for further discussion.
Lyft staff works around the clock to keep our system well bal- anced—working 24 hours a day, seven days a week to ensure system balance and reliability. Further details on Lyft’s rebalancing software and operations, can be found in [5.A-1] and [6.B-1], re- spectively.
5.B-2 Staffing Plan What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: ii. Staffing plan, employee status (I.e. fulltime, part time, contracted, etc.), work schedule, and training.
Lyft plans to utilize a minimum of 12 full-time equivalent field oper- ations staff to manage rebalancing operations in Santa Monica. In addition, , our operations partner, < employs between FTE >, W-2 staff members for Lyft’s Santa Monica and Los Angeles operations depending on the season.
< Our staff work either . Each shift is , with current shift times running from
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 50
. We perform all training in- house, using a “train the trainer” method, wherein are responsible for educating new hires on our Standard Operating Procedures (SOPs) and culture of safety. >
Examples of core competencies covered in training include: • Deployment and parking standards (as outlined in Section 4.5 of the Administrative Requirements) • Deployment zones and distribution of vehicles across the service area As discussed in [4.B-4], many of Lyft’s operational staff have been with the team since we launched in Santa Monica in 2018; their institutional knowledge is leveraged to reinforce and improve our processes and associated training.
5.B-3 Complaint Response and Resolution What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: iii. Complaint response, resolution, and tracking.
Lyft’s customer service excellence has been recognized by third-party reviewers, winning Newsweek’s Best in Customer Sup- port for four years running. We’re proud of our efforts and contin- uously strive to improve our best-in-class program to deliver high quality customer support to users.
When customer complaints are filed with Lyft, they enter a ticketing system that ensures that all issues are addressed in a timely fash- ion. We have a 24/7 customer service team that strives to answer customer service calls within 30 seconds, and 90% of customer service complaints are resolved in under 24 hours via email. Lyft tracks all complaints through to resolution using a combination of reporting protocols. Through this process we are able to identify the most common rider complaints and proactively design solu- tions to better meet riders’ needs.
See [10] for further details on our customer service offering.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 51 5.B-4 Device Issue Notification and Resolution What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: iv. Device issue notification and resolution technologies.
As described in [3.D-7], every Lyft bike and scooter has an inertial measurement unit (IMU) chip in its proprietary IoT device, which houses an accelerometer, which allows Lyft to identify scooters and bikes that are tipped over. We then inform Field Associates to cor- rect this poor parking behavior to promote public safety and easier accessibility. We have a filter in our internal fleet tracking software that allows our Operations Leads to seamlessly see which devices are tipped over across the city at any moment.
5.B-5 Device Hardware What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: v. Device hardware.
Lyft devices are equipped with single-sided kickstands for both ebikes and scooters that have been proven to keep the device sup- ported and upright at all times. Center kickstands were also tested but were less effective at supporting our current scooter model. We plan to continue assessing ebike and scooter kickstand solutions with future device iterations.
5.B-6 Parking and Redistribution Incentives What unique strategies are you offering to ensure that devices remain evenly balanced and organized in the Public right-of-way, and do not create obstructions or hazards in compliance with the Administrative Regulations? Why are your strategies effective? This could include but is not limited to: vi. In-app notifications or parking/ redistribution incentives.
Lyft offers incentives to scooter riders who end their trips at ded- icated parking zones. When a rider ends their journey in one of Santa Monica’s 100+ zones, riders receive $1.00 off their journey. The goal of these incentives is to encourage parking in an orderly fashion and in accordance with the City’s parking regulations. Additionally, as previously mentioned, our Field Associates flag misparked ebikes (e.g., a bike that is not locked to a station / bike rack, or is blocking the public right of way), and riders begin re- ceiving $10 misparked bike fines after two warnings.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 52 Micromobility Angels
To increase device availability, prevent parking zone overcrowding and reduce vehicle miles traveled (VMT) from rebalancing, Lyft has created a very popular Bike Angels program that provides rewards to users for ride-ending actions that aid real-time system rebal- ancing. In New York and San Francisco, our Bike Angels program has proven effective at impacting the end-of-ride parking location decision process for thousands of users.
Lyft will explore introducing a variation of the Bike Angels program for Santa Monica over the course of this permit. This variation could reward both bike and scooter riders for slightly adjusting their origin or destination towards dedicated parking zones based on real-time conditions. The Bike Angels program in other markets meaningfully increases device availability and reduces the climate impact of the system by providing rebalancing with no additional VMT. Moreover, we have seen that Bike Angels builds strong com- munity acceptance and ownership of the micromobility system. Bike Angel incentives are displayed in-app before and during a trip, giving all users an incentive for helping in rebalancing the sys- tem. Users are rewarded with ride passes, membership extensions, and gift cards depending on how many points they earn through the program.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 53 SECTION 6: OPERATIONS SUSTAINABILITY
Briefly describe your plan for maximizing the sustainability of your system and opera- tions.
We believe that a healthy planet depends on sustainable cities, which is why Lyft has made deep investments in sustainability. We build sustainability into our business model from the ground up. From our street-tested hardware to our best-in-class recycling programs, Lyft strives to deliver the most sustainable systems in the industry. In the following section, we outline the data-driven ap- proach we are taking to assess the sustainability of our operations and how that has impacted the investments we have made to maximize the sustainability of our fleets and operations.
6.A OUR DATA DRIVEN APPROACH TO SUSTAINABILITY
For Lyft to make meaningful reductions to our environmental foot- print requires us to measure our impact and invest in sustainable operations that deliver the most environmental benefits. In that vein, Lyft has taken a data-driven approach to our sustainability efforts—grounding our sustainability decisions in comprehensive life cycle assessments (LCAs) of our micromobility fleets and op- erations. LCAs provide a holistic approach for better understand- ing the most significant impacts of our micromobility operations throughout each device’s entire lifecycle. At Lyft, LCAs inform our prioritization of technical solutions to environmental issues and provide us with a unique, environmentally-conscious lens through which to evaluate how to better design, build, and operate our micromobility systems.
Lyft’s LCAs are based on the ISO 14040 standard7 and are ana- lyzed using the following product lifecycle stages: • Materials and Manufacturing • Transport • Use • End of life
7 www.iso.org/standard/37456.html
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 54 Our preliminary LCA analyses to date have shown that the larg- est impacts of our micromobility devices are from the embedded emissions of the device components as well as the operational vehicle emissions from charging and rebalancing. We have also noted that a great deal of indirect environmental impact can be delivered by our micromobility services by closing the first-/last mile gap to transit and encouraging mode-shift to transit through multimodal trip-making. In the following section, we outline how our initial LCA results have impacted our investment in operational sustainability and then provide an overview on our next steps in formalizing our LCA process to iSO 14040 standards.
6.A-1 Our LCA-Driven Investments in Sustainability
Below we detail the steps Lyft has taken to ensure that sustainabil- ity principles are central to every aspect of our operations in Santa Monica. We have rank-ordered the following actions Lyft has taken based on the expected impact each action could have on net di- rect and indirect emissions from Lyft’s operations: 1. Promote Modeshift by surfacing public transit and multi- modal routing alternatives for every trip considered on Lyft. From our founding, Lyft has strived to reduce single-occu- pancy vehicle trips and decouple mobility from car owner- ship. In 2018, we began investing in integration of real-time transit information and transit trip-planning into the Lyft app—starting with the City of Santa Monica—to present Lyft micromobility users with transit alternatives for every trip booked through the Lyft App.
As noted in [3G], Lyft is now expanding our real-time tran- sit routing to provide multimodal trip routing within the Lyft App—helping all users of our system quickly plan and exe- cute a multimodal trip that includes micromobility and tran- sit. This added functionality will make it easier than ever for riders to plan alternative commute trips as an alternative to commuting by automobile. 2. Preventative maintenance to extend the lifespan of our devices. Our dedication to extending the useful life of our bikes and scooters through preventative maintenance is a cornerstone element of our commitment to delivering sus- tainable operations to our city partners. Lyft has developed systems that integrate bike and scooter diagnostics and us- age data to create preventative maintenance protocols and integrate them into our everyday procedures and operations mobile app, . We use extensive operational data
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from the past 10 years of operation and millions of trips to build predictive maintenance models that allow us to replace parts prior to failure to protect rider safety and extend each unit’s sustainable lifespan [4.A]. 3. Building Innovative Tools and Operational Approaches to Reduce Carbon Emissions. Lyft continues to develop innova- tive tools and operational approaches to improve our oper- ations efficiency and reduce operations-related greenhouse gas emissions and air pollution.
We recognize that the majority of our operational emissions are generated by the vehicles used to deploy, redistribute, and service Lyft’s micromobility fleets. To reduce these op- erations-related emissions, Lyft has developed state-of-the- art internal tools to better optimize the dispatch, timing, and routing of these operations. For example, over the last year we have focused resources on optimized our internal driv- er routing algorithms. Lyft has optimized driver routes for micromobility by leveraging efficiencies first utilized by our rideshare line of business. This technology makes the most efficient decisions about when drivers should be picking up and dropping off devices throughout the service area in order to reduce VMT per device served. < Across our systems, we have seen an improvement , with similar YoY improvements expected in 2021. > 4. Sustainable Field Operations Vehicle Fleets. Our implemen- tation of swappable batteries coupled with our investments in routing efficiency has allowed Lyft to more deeply invest in more sustainable rebalancing vehicles. Over the last year wherever possible, our local operations teams have in- creased utilization of electric cargo bikes to rebalance micro- mobility fleets and address maintenance issues in the field. In the next year, we expect to convert some of our vehicle fleet to 100% zero emissions electric vans. Under this current per- mit, Lyft would look to introduce up to four fully electric vans to our operations fleet which Lyft would look to operate with- in the City’s first-in-the nation Zero Emissions Delivery Zone.8 5. Sustainable Materials. Lyft is committing to incorporating 20% recycled materials in new Lyft designed micromobility hardware (shared bikes, scooters, and stations) by the end of
8 https://www.santamonica.gov/press/2021/02/25/laci- launches-first-in-nation-zero-emissions-delivery-zone- with-city-of-santa-monica-and-partners-including- nissan-ikea
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 56 2022. We are working with suppliers that are providing 100% post-consumer recycled engineered plastics and rubbers for products in development, as well as integrating sustain- able design principles into Industrial Design and Engineering workstreams to accelerate the deployment of sustainable products.
As an example, Lyft recently used manufactured shoe scraps for Portland’s newly designed BIKETOWN bikeshare station mats. The top layer of the rubber mats for the stations use 25% post-industrial rubber from manufacturing scraps and the base layer is made of 100% recycled tires. To date, these changes have diverted 10,800 kilograms of post-consum- er waste from landfills, which is equivalent to avoiding the emission of 29 metric tons CO2e. Our pilot of 40 stations have been installed in Portland as new BIKETOWN locations, with an expansion planned for Chicago and Denver. These e-stations have a 10-year lifespan and the mat’s speckled finish hides wear and tear and highlights material reuse. Lyft’s designers embraced circular economy concepts by repurposing this waste material into a long-lasting product with a new useful life. Like all Lyft hardware, these stations will be responsibly recycled at their end of life. See [3.D-5.3] where we explore how we could introduce these lightweight stations as Big Blue Hub connections to transit. 6. Reuse and End of Life Recycling. Lyft is committed to “zero waste” for Lyft’s bikes and scooters. Once a Lyft vehicle reaches the end of its useful life, Lyft’s bikes and scooters are broken down into parts, which are then reused for repairs of other vehicles whenever possible. When individual parts are no longer usable, Lyft recycles 100% of parts and assets that cannot be reused, including the vehicle’s lithium-ion batter- ies. Recycled assets are demanufactured and transformed into commodity materials (steel, aluminum, lithium, etc.) and reintegrated into the global supply chain.
Lyft has contracted with an e-waste recycler to handle our rideables when they reach their end of life. We have also contracted with a specialty battery recycler to handle the specific requirements for processing lithium-ion batteries. Both recycling partners are certified to the R2 recycling stan- dard.9
9 https://sustainableelectronics.org/welcome-to-r2v3/ document-library/
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 57 7. Partnering with like-minded organizations. In 2020, Lyft established its first Supplier Code of Conduct, which is the foundation for ensuring social and environmental responsi- bility and ethical conduct throughout Lyft’s supply chain. The Code establishes standards to ensure working conditions are safe, workers are treated with respect and dignity, and busi- ness operations are environmentally responsible and con- ducted ethically. The Code lays out the minimum standards we expect, and applies to all of Lyft’s suppliers of materials, products, or services, including their employees, subcontrac- tors, agents, representatives, next-level Suppliers, and third party consultants.
Lyft’s Supplier Code of Conduct calls on suppliers to take a proactive approach to reducing environmental and natu- ral resource impacts in all areas of its business. Specifically, our suppliers are expected to track, document, and report greenhouse gas emissions at the facility and/or corporate level, including to reporting organizations as specified by Lyft. They’re also expected to look for cost-effective methods to improve energy efficiency and reduce greenhouse gas emissions. Lyft is in the process of implementing new proce- dures to expand our supplier engagement efforts and report on positive supplier performance outcomes.
For bikes and scooters, we developed and executed envi- ronmental audits for both new and existing suppliers au- dits. These audits focused on environmental management systems, air quality, GHGs, energy, solid waste, water use, wastewater discharge, and hazardous materials and will be included in our supplier scorecards. We anticipate develop- ing a supplier scorecard to evaluate supplier performance against the Code, including the Code’s greenhouse gas emissions requirements.
6.A-2 Advancing our Leadership in LCA-based Decision Making
In the spring of 2021, Lyft will be the first in the micromobility indus- try to complete a third party verified ISO 14040/14044 LCA of our micromobility vehicles. We will complete this ISO verified LCA of our scooter product first, and then plan to complete an ISO verified LCA of our electric bike products by summer 2021. These ISO-veri- fied LCAs will verify and expand on our initial LCA efforts conduct- ed over the last 2 years.
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We will use the results of these updated and formal LCAs to create Sustainable Design Principles that will accelerate our efforts to de- liver the most sustainable micromobility products and operations. Our Sustainable Design Principles will be a framework that guides our design community (engineers, industrial designers, product managers) to develop more sustainable micromobility hardware. These design principles will focus on material selection, designing for durability and range, and improving reuse and recyclability. We plan to build internal awareness and understanding of our de- sign principles by integrating them into our product development process. For new hardware development, vehicle lifecycle con- siderations are included in product requirements ensuring future deployments improve recycling efficiencies and reduce life-cycle greenhouse gas impacts.
6.B UNIQUE SERVICE OFFERINGS What unique strategies are you offering and why are they effective? This could include but is not limited to: i. Type and quantity of vehicles used for maintenance and rebal- ancing operations; ii. Vehicle Miles Traveled (VMT) per month to maintain a fleet of 1,000 devices; iii. Procedures and location for charging devices/ batteries, the energy mix used to charge, and percent of renewable energy used to charge devices; and iv. Device and battery disposal/recycling practices including location disposal/recycling.
6.B-1 Rebalancing Operations What unique strategies are you offering and why are they effective? This could include: i. Type and quantity of vehicles used for maintenance and rebalancing operations.
As described in [5.A-1], the Lyft team implements micromobili- ty redistribution procedures aimed at both maximizing service availability and minimizing the vehicle miles traveled (VMT) and greenhouse gas emissions (GHG) associated with redistribution. We mainly use cargo vans for early morning and overnight vehicle deployment and redistribution, and ensure efficiency by using a routing algorithm to minimize unnecessary VMT.
< Lyft operates a fleet of motorized vans to support our Los An- geles Area operation, with of them primarily servicing San- ta Monica bikes and scooters. In addition, we have e-assist cargo trikes which we use in Santa Monica to maximize efficient rebalancing and limit operational VMT.
We will maximize overnight operations to ensure reliable availability for morning commuters while also maintaining an ade- quate daytime staff to manage right-of-way at all times.>
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Given Santa Monica’s dense operating area, and our warehouse location within the Santa Monica service area, our team regular- ly uses the cargo trikes to patrol the most sensitive areas around Santa Monica (Appian Way, Beach Bike Path), to tend to scooters that are tipped over.
6.B-2 Vehicle Miles Traveled What unique strategies are you offering and why are they effective? This could include: ii. Vehicle Miles Traveled (VMT) per month to maintain a fleet of 1,000 devices.
< In Spring 2020, the Lyft Bikes and Scooters team conducted an analysis of the Vehicle Miles Traveled per month of our cargo van fleet. Over the timeframe of this analysis, we estimate that our Santa Monica operation generated approximately . The analysis was completed during COVID-19 lockdown when utilization was low— before we launched ebikes, significantly improved our internal van routing operations technology infrastructure, and created plans to supplant up to of van VMT with e-assist cargo trike usage . Thus, we expect our VMT to be closer to of bike and scooter ridership in the coming months. >
Lyft’s warehouse location within Santa Monica ensures that we are minimizing VMT to battery swap, rebalance, maintain, deploy, and pick up our bikes & scooters. On top of this, Lyft’s warehouse loca- tion, experience, and operational tooling facilitates frequent e-as- sist cargo usage to supplant van VMT.
6.B-3 Charging Devices What unique strategies are you offering and why are they effective? This could include: iii. Procedures and location for charging devices/ batteries, the energy mix used to charge, and percent of renewable energy used to charge devices.
< Lyft practices responsible battery charging, care, storage, and disposal to ensure that our ebikes and scooters are safe and fully operational. Lyft’s Santa Monica warehouse is run on 100% re- newable energy (via Clean Power Alliance)—keeping our batteries charged using renewable sources too. We leverage best practic- es to implement best-in-class battery monitoring, charging, and swapping procedures. >
< Battery Swaps. Swapping batteries in the field (for both ebikes and scooters) eliminates the need to bring all vehicles back to the warehouse for charging, keeping more vehicles available to us- ers on the street. In order to facilitate efficient swapping,
.
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If batteries show signs of damage or tampering, the battery is removed and thoroughly inspected. Additionally, our Field Associates disinfect the high contact points of the scooter at each battery swap. >
6.B-4 Battery Disposal and Recycling What unique strategies are you offering and why are they effective? This could include: iv. Device and battery disposal/recycling practices including location disposal/recycling.
As described in [6], Lyft’s robust battery management protocols ensure that end of life batteries are properly disposed and recy- cled. < is Lyft’s battery recycling partner. holds R2 (responsible recycling), OHSAS 18001 (battery recycling safety), and ISO 14001 (environmental management systems) certifications. Lyft has also contracted an e-waste recycler to handle our rideables when they reach their end of life that is also certified to the R2 re- cycling standard. >
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 61 SECTION 7: RIDER BEHAVIOR AND ROADWAY SAFETY COMPLIANCE
Briefly describe your plan for ensuring riders comply with the rules of the road and ob- serve the appropriate etiquette while riding.
Lyft is acknowledged as a proactive, compliant, and responsive partner in every market we serve—especially when it comes to rider safety [Appendix A]. We combine technology and education in a sophisticated system that has been proven in multiple cities to keep riders safe and compliant. When improper parking or riding behavior does occur, Lyft moves to quickly remedy the situation through on-street operations, user feedback, and suspending users who do not comply with safe parking and riding policies, as described in the sections below. In Santa Monica in particular, Lyft has demonstrated a shared commitment with the City’s and local stakeholders’ goals to enact the best solutions for rider safety and compliance. This section presents our approach to helping riders comply with the rules of the road and observe appropriate riding etiquette, including proven strategies as well as innovative technol- ogies we hope to introduce in this program phase.
7.A SIDEWALK RIDING What unique technologies and/or strategies will you utilize to ensure riders do not ride on the sidewalks or other prohibited riding areas, including but not limited to: Geo-fencing or other equivalent technology, rider penalties for repeat offenders, auditory or in-app messaging, visual messaging or other educational efforts, etc.?
Lyft has spent nearly two years evaluating rider compliance and technological solutions to identify the most impactful strategy to encourage and enforce safe riding behavior. Below we detail our multi-pronged safety strategy which we are excited to bring to Santa Monica.
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7.A-1 Detection Technology What unique technologies and/or strategies will you utilize to ensure riders do not ride on the sidewalks or other prohibited riding areas, including but not limited to: Geo-fencing or other equivalent technology.
< During this permit program, Lyft will introduce which will identify when riders have ridden on the sidewalk.
. This data tells us when a user is on a sidewalk instead of the road and helps us educate or penalize users as needed to change behavior. >
Image: Conceptual diagram of how riding a scooter on a sidewalk creates a use to identify when a rider is riding a scooter on a sidewalk in violation of rules.
< This detection system will be rolled out on our existing fleet of scooters . which maximizes the avail- ability of Lyft’s fleet, and allows us to make the feature available across the entire fleet. We never remove scooters unnecessarily, making our fleet better for environmental sustainability, riders, and operations. >
<
>
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< Our system of compliance has indicated early success improv- ing rider behavior, and is also demonstrably safer and more ef- fective for riders.
Rather than slowing down or stopping a scooter, which risks putting the rider in danger especially if they are stopped in an intersection, we tailor the feedback to the severity of their misbehavior post-ride. >
< Lyft will also continue to invest in rider education and communi- cation on this topic through in-app notifications, community events and classes, print and internet media, and creative means like its Santa Monica mural program which featured a mural showing that bikes and scooters belong on the street instead of the side- walk. >
7.A-2 Compliance Mechanisms What unique technologies and/or strategies will you utilize to ensure riders do not ride on the sidewalks or other prohibited riding areas, including but not limited to: rider penalties for repeat offenders.
Lyft will use outputs from the detection technology to identify non-compliant users; depending on the severity of the violation, users are notified or penalized as appropriate. • Warning Messages. When a rider tries to ride a vehicle in prohibited areas (such as a No Parking Zone or No Riding Zone), they receive an in-app notification reminding them of the service area’s riding rules. If the device detects side- walk riding, Lyft would notify the rider after their journey is completed providing them with a reminder of road rules and future penalties associated with riding on the sidewalk. • Re-education. Repeat offenders are required to review safety and compliance policies and re-sign the safety agree- ment. • Suspending Non-Compliant Accounts. Riders with multiple violations will have their account suspended. This suspension can be requested on behalf of the City or at our discretion if we believe a user has acted inappropriately, putting public safety or physical assets at risk.
Future features for repeat offenders can include leveraging a sidewalk riding fee and enforcing a probation period where func- tionality, such as top speed, is limited until the user demonstrates improved behavior.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 64 7.A-3 Communication and Education What unique technologies and/or strategies will you utilize to ensure riders do not ride on the sidewalks or other prohibited riding areas, including but not limited to: auditory or in-app messaging, visual messaging or other educational efforts, etc.
• Ongoing Education. Lyft’s user education and training pro- motes best riding practices, and clearly communicates that riding scooters on sidewalks is prohibited in Santa Monica and could lead to a suspension of a user’s account. • Displaying Safe-Riding Corridors. To help all riders locate the safest way to travel from A to B, Lyft displays Santa Mon- ica’s existing bike lane network to scooter users. This feature is designed to guide riders towards cycling infrastructure and discourage sidewalk riding. This feature helps the City generate greater awareness of its growing network of bicy- cle infrastructure, so when the City invests in a new bike lane, more people are aware of it, using it, and generating returns on safety. • Santa Monica-Specific Messaging. Messaging in-app and on the website is bespoke to the City’s local parking and rid- ing policies. Lyft rotates front-and-center takeover notifica- tions in-app to remind users of safety policies, including not to ride on the sidewalk, always yielding to pedestrians, and riding with one rider per scooter.
• In Santa Monica, we notify riders “Please do not ride on sidewalks, and instead stay on bike paths or the road. Thank you for helping to keep the sidewalks safe!”, among other safety messages. • On-Device Reminders. Every scooter and ebike is labeled with a “Do not ride on sidewalks’’ decal.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 65 7.B DEVICE PARKING What unique technologies and/or strategies will you utilize to ensure riders park devices in appropriate locations, including but not limited to: Geo-fencing or other equivalent technology, parking penalties for repeat offenders, parking incentives or disincentive programs, auditory or in-app messaging, visual messaging or other educational efforts, etc.?
7.B-1 Promoting Safe Parking Operations What unique technologies and/or strategies will you utilize to ensure riders park devices in appropriate locations, including but not limited to: Geo-fencing or other equivalent technology. We use several in-app features to help ensure safe and compliant use of the dockless system [3.D-5]. To help reinforce good park- ing etiquette, our in-app onboarding and just-in-time education surface helpful reminders before and after rides; these measures have proven to improve parking compliance by 37%. For example, we surface service area geofences in the Lyft app to ensure safe and legal parking that does not encroach on the public right-of- way, in addition to surfacing parking incentives at the end of jour- neys [5.B-6].
For bikes, we offer graphics and explanations in-app that instruct riders how to use the cable locking mechanism on the bikes and how to save money by parking correctly, in addition to highlighting the no-parking zones.
7.B-2 Dedicated Parking Zones What unique technologies and/or strategies will you utilize to ensure riders park devices in appropriate locations, including but not limited to: Geo-fencing or other equivalent technology. To ensure that Lyft’s scooter system adds value to Santa Monica’s public rights of way, we fully support the City’s dedicated park- ing zone approach. Santa Monica’s 100+ dedicated zones are geofenced and visible in-app, so that users can easily navigate their way to zones at the end of their journey.
For Lyft’s bikeshare system, we use an incentive structure similar to that of the prior Breeze Bike Share system involving the 81 active Breeze Bike Share stations in Santa Monica. We make all stations that have parking stalls open visible in-app before and during customer rides, so riders can plan an end destination to their ride that affords them an ideal parking situation. We also highlight Santa Monica (and broader LA Area) bike lanes in-app.
7.B-3 Operations Lyft runs a 24/7 operation that deploys field associates throughout the service area at all hours of the day. As part of their responsibil- ities, associates are tasked with retrieving and rebalancing devices that are improperly parked or abandoned. The first time a rider
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 66 tries to park an ebike or scooter in a prohibited area (such as a “No Parking Zone”), they receive an in-app notification reminding them of the service area’s parking rules. Based on feedback we will get about valid parking (from our operation team, the City, or provided by other users) we will identify users whose parking is frequently flagged as non-compliant and reserve the right to fine them or suspend their use of our platform.
7.B-4 Park and Pic What unique technologies and/or strategies will you utilize to ensure riders park devices in appropriate locations, including but not limited to: Geo-fencing or other equivalent technology.
To help bolster parking compliance, Lyft requires users to snap a photo of their parked scooter upon ending their ride. This picture will be used by operators to document that the scooter is upright and not blocking the sidewalk or pathway. We have found this step helps to encourage and remind users to properly park their scooter at the end of a ride.
7.B-5 Incentives for Good Parking What unique technologies and/or strategies will you utilize to ensure riders park devices in appropriate locations, including but not limited to: parking incentives or disincentive programs.
Lyft offers discounts and incentives to riders who end their trips at dedicated parking zones [5.B-6]. When a rider ends their jour- ney in one of Santa Monica’s 100+ zones, riders receive $1 off their journey. The goal of these incentives is to encourage parking in an orderly fashion and in accordance with the City’s parking regula- tions.
In San Diego, we also offer users a $1 incentive for parking in a dedicated zone, which delivers noticeable behavior change and parking compliance from users—when first introduced, proper parking increased by 40% [3.D-2].
For ebikes in Santa Monica, all rides that end outside of designat- ed Breeze Bike Share racks result in the customer being charged a $1 out-of-station fee. The $1 fee is waived if a rider parks in a des- ignated station. Additionally, if riders park their bikes improperly, whether in a no-parking zone or locked-to-self rather than to a bike rack or other anchored object, the rider will be penalized. The first parking infraction results in a warning, and every infraction thereafter results in a $10 fee parking compliance fee. Our hope is that these notifications and fees will change customer behavior to park in compliance with the City’s regulations. Our Santa Monica ebike system design mirrors that of the prior Breeze Bike Share
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 67 “hybrid docked” experience, and is similar to how we operate our ebikes in our other large systems around the country—including Bay Wheels (Bay Area), BIKETOWN (Portland), Nice Ride (Minneap- olis), and Divvy (Chicago). 7.C UNDERAGE RIDING What unique technologies and/or strategies will you utilize for avoiding underage use of e-scooters, or use without a driver’s license?
We have required riders to scan their driver’s license to verify age since our launch in 2018 (we’re working on adding options for providing a passport or State ID as an alternative to support equity goals). Riders are blocked if not 18+, and must agree to our Terms of Service before renting a scooter, attesting that they are 18+. We re-verify licenses regularly in Santa Monica—and plan to do so every three months during this pilot program.
Lyft is one of the only companies in the LA area to also require drivers license scanning outside of Santa Monica—even though it is not explicitly required in LA. We believe that this is the right thing to do, as a way of ensuring that underage riders do not start a ride outside of Santa Monica, and have the ability to ride within Santa Monica’s boundaries.
7.D RIDERS PER DEVICE What unique technologies and/or strategies will you utilize for ensuring only one rider per device.?
Lyft provides rider education in the app, website, and periodically leverages “how to ride” hang tag reminders on ebikes and scoot- ers, all stating that only one person can ride a device at a time. Our operations staff are trained to make gentle callouts to Lyft scooter riders if they see bad behavior, including multiple riders per device.
The device ID numbers are clearly indicated in several locations on our ebikes and scooters. If we receive complaints about rider behavior attributable to a particular device at a specified date and time, we reach out to the rider to investigate the issue and will suspend bad actors from the platform.
Importantly, Lyft does not offer a “group ride” feature for bikes and scooters. Only one ebike or scooter can be unlocked at a time per account.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 68 7.E RIDERS UNDER THE INFLUENCE What unique technologies and/or strategies will you utilize for ensuring riders do not ride while under the influence of drugs or alcohol?
Lyft clearly notes during the registration process that riding while under the influence of drugs or alcohol is illegal and not permitted in our system. We surface timely reminders to riders during holi- days and events such as festivals to remind them that riding while under the influence is both dangerous and illegal. In addition, we regularly surface reminders on Friday and Saturday nights be- tween 9PM - 4AM reminding riders that riding while intoxicated is prohibited.
Lyft will use our discretion to suspend accounts where riders have not abided by this policy.
7.F HELMET DISTRIBUTION Describe your strategy for making helmets available to customers and encouraging customer use of helmets.
Images: Helmet giveaways at Lyft’s Santa Monica College Shared Mobility Demo and Outreach Event (2019), and a scooter safety course held in partnership with Santa Monica Spoke (2019).
We encourage our customers to always wear a helmet, and in- clude that messaging in our user sign-up process in-app, as well as on decals on both bikes and scooters. Over the course of the last two years, Lyft has provided hundreds of helmets to Santa Monica riders at multiple community outreach events and rider training sessions. We will continue working with our partner orga- nizations, like Santa Monica Spoke, to give away helmets at com- munity programs and other outreach events targeted to lower-in- come residents, building upon our existing outreach to Community Pass discount plan members. A full overview of Lyft’s outreach efforts and events can be found in [8.B-1].
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 69 In addition to regular in-person helmet giveaways, Lyft provides free helmets to riders.10 Local users may pick up their free helmet from a local operations hub. To expand our offering, we plan to work with local Santa Monica businesses to provide discounted helmet purchases in the coming months.
10 Lyft Helmet Request Form: https://www.surveymonkey. com/r/LCBNVPV?oid=[oid_value
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 70 SECTION 8: COMMUNITY ENGAGEMENT, OUTREACH AND SAFETY / RIDING EDUCATION
Briefly describe your plan to engage with the community and educate your customers in order to ensure the safety of riders and all roadway users.
Lyft has years of extensive experience working closely with com- munities and conducting neighborhood-level outreach for our mobility services nationwide. In Santa Monica, we have spent the last few years building relationships and trust with residents and local community groups, finding obvious partnerships with the City’s bike and climate advocacy groups that share our mission, and also finding partners in some less likely places, such as Virgin- ia Avenue Park and our neighbors on Stewart St., Westside Ballet and DSJ Printing. We continue to actively work on building bridges with additional stakeholders in the city, striving to meet the unique needs of the diverse Santa Monica community. It is our priority to continue serving low-income communities and make sure that qualified recipients are receiving clear communication about the availability of our Community Pass program and sign up instruc- tions.11 Lyft is eager to build on the work we have done to date and collaborate with the City of Santa Monica on crafting community outreach processes that support City initiatives. 8.A MINIMUM REQUIREMENTS Do you agree to meet the minimum requirements outlined in Section 4.6 of the Adminis- trative Regulations?
Yes, Lyft agrees to meet the minimum requirements as outlined in Section 4.6 of the Administrative Regulations. Details of how Lyft plans to meet minimum requirements are found in Appendix F. We provide evidence of digital engagement and education in [3.D, 8.B-6], physical outreach and education in [8.B-1], equitable ac- cess in [8.B-2, 9.B-4], and helmet distribution in [7F].
11 Lyft’s Community Pass program is available to Santa Monica residents ages 18 and older who qualify for the Big Blue Bus Low Income Fare is Easy (LIFE) program, Calfresh, Medicaid, SNAP, or the SCE Energy Savings Assistance Program.*
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 71 8.B SERVICES BEYOND MINIMUM REQUIREMENTS What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: Strategies for participating and/ or hosting community events; Strategies to engage with different user groups, such as non-english speakers, tourists, Santa Monica employees, persons with disabilities, etc; Strategies to disseminate information in multiple languages; Public information and education to users and non-users regarding filing complaints or other issues; Community complaint technologies; In-app messaging and education features; Public education marketing programs.
8.B-1 Community Events What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: i. Strategies for participating and/or hosting community events.
As invested members of the Santa Monica community, the Santa Monica Lyft team focuses on developing strong and long-lasting relationships with partners across the city. We have hosted safety events to raise awareness for safe scooter and bike riding in San- ta Monica. At these events we have distributed free helmets and “how to ride” collateral promoting proper riding/parking etiquette. We have also sponsored and attended major City events, like the State of the City, where we have set up information booths and answered community questions.
From our safety-centric partnership with Santa Monica Spoke, to our equity outreach at Santa Monica College, and our sustain- ability-focused alliance with Climate Action Santa Monica, Lyft has demonstrated our commitment to developing impactful partner- ships across the city to promote micromobility and advocate for safer streets. When COVID-19 threatened to reduce our in-person community outreach, our Santa Monica team got creative and joined forces with a Santa Monica-based young artist to install a series of murals that share messages focused on diversity, safety, and responsible scooter and bike usage—all while adding beauti- ful art to the city’s public space.
Lyft has a track record of successfully engaging groups that are less likely to ride bikes and scooters. Our strategy emphasizes partnering with existing community-based organizations who have extensive local knowledge, deep roots, and have been doing the hard work of organizing, informing, and building strong com- munities. These partnerships, coupled with our internal marketing expertise, have helped us engage with a diversity of people: young and old, differently abled, and of various socioeconomic back- grounds. Examples include:
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 72 • Pop-up Events: Our “Scootiquette” events train users on how to safely ride scooters, how to park them appropriately, and inform riders of the local road rules that apply to scoot- ers. These Scootiquette Education teams work along major scooter corridors, such as Barnard Way, to reach as many people in the field as possible, spreading positive, proac- tive safety messages, and monitoring parking to make sure we provide education and/or enforcement of noncompliant behavior on the spot. Over the last year, when conditions precluded a robust in-person field presence, we have devel- oped extensive experience doing virtual outreach side-by- side with Santa Monica Spoke. When in-person events do resume, Lyft will introduce ebike riding as part of our training and etiquette courses. • Reduced Fare Programs: Lyft has invested heavily in the development and promotion of reduced fare programs for bike and scootershare across our markets—enrolling tens of thousand of riders. During COVID-19, Community Pass riders have grown to make up 16% of all Lyft’s bike and scooter rides in the LA area, demonstrating the importance of micromo- bility for transportation of low-income workers to and from essential jobs. Moreover, our average Community Pass rider in the LA area takes more than 8 times the average weekly rides than a non-Community Pass member. • Supporting New Broadway Bike Infrastructure: Via our partnership with Santa Monica Spoke, we supported a door- to-door outreach effort to educate and prepare the Santa Monica community for the new parking protected bike lane infrastructure on Broadway. • Heal the Bay Beach Clean-Up: Our local team dedicated our latest quarterly team event to work with Heal the Bay in a Santa Monica State Beach (at Bay St.) clean-up. • Participation in Local Government and Support for New Bike Infrastructure: Lyft provided testimony to the importance of protected bike lanes and in support of the City’s updat- ed Bike Action Plan at the October 2020 Santa Monica City Council meeting. • Sponsoring and Speaking at the Santa Monica “State of the City” event: Lyft has been a member of the local Chamber of Commerce for three years and has supported the “State of the City” event in 2020 and 2021. In 2018, our team spoke to attendees at the event about the importance of
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 73 multimodal travel and the future of cities, and our operations team handed out etiquette pamphlets and free helmets at the 2020 event. • Sustainable Quality Awards Helmet Hand-Out: Lyft is spon- soring the 2021 Sustainable Quality Awards, and donated helmets to the 2019 Sustainable Quality Awards (which were distributed to all attendees). • Supporting Critical Workers: When COVID-19 struck, Lyft not only kept operating our micromobility program to ensure the community had publicly available, socially distant trans- portation, but we launched a program to give free rides to essential workers on the front lines. The program, still active today, has delivered well over 4,000 free rides in the LA re- gion to critical workers.
8.B-2 Outreach with Diverse User Groups What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: ii. Strategies to engage with different user groups, such as non-english speakers, tourists, Santa Monica employees, persons with disabilities, etc.
Lyft is committed to delivering an equitable and inclusive micro- mobility program. In all of our programs, we identify barriers to participation—whether it’s safety, income, language, technology proficiency, or culture—and design our engagement activities to overcome those barriers. We work with existing community-based organizations who have been doing the hard work of organizing and building capacity within Santa Monica’s communities. Below we outline key approaches and programs in Santa Monica to en- sure that we reach diverse audiences and further the City’s com- mitment to eliminating barriers to access:
Coordinating Community Pass Outreach with Local Agencies and Nonprofits: Our experience in Santa Monica has proven that build- ing strong relationships and coordinated work plans with agencies and nonprofits is key to successfully educating and enrolling users into our low-income membership programs. In Santa Monica, we do not just check the box with a Community Pass program but actively partner with the City and community partners to create a program that strives to achieve the City’s equity goals. Some of the efforts we have undertaken include:
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 74 • Santa Monica Spoke Outreach: Lyft has been working with Santa Monica Spoke to distribute Community Pass informa- tion at events since 2018. We have planned several events with Santa Monica Spoke for 2021, both digital and in-per- son. • Santa Monica College Outreach: Lyft has partnered with SMC since 2018 to share Community Pass information—both via the four on-campus events we participated in and by working with Ferris Kawar (Sustainability Project Manager at SMC) to create a SMC-specific Community Pass digital advertisement. SMC shared our Community Pass ad via the CCTV system on campus and via their Twitter handle. • Meals on Wheels West: At the onset of the COVID-19 pan- demic, Lyft jumped in to support Meals on Wheels West to deliver meals to Santa Monicans in need and worked with the organization to sign up their volunteers for our Critical Worker pass.
Exploring the introduction of Lyft ebikes into Santa Monica’s Mobility on Demand Everyday (MODE) program.
Over the last three years, Lyft’s rideshare team has partnered with Big Blue Bus to help expand and improve mobility options for par- ticipants in the Agency’s Mobility On-Demand Everyday program. Over the last couple months, Lyft has been working with Santa Monica’s Mobility Department to explore adding ebikes as an eligible mode within the Mobility On-Demand Everyday program. Expansion of this important mobility program to include ebikes, would allow program participants to take an ebike ride at a dis- counted rate of $0.75 or $1.50 per trip. Lyft hopes this ebike initia- tive will positively impact the lives of MODE program participants by bringing more mobility options to participants and expanding access to active mobility. Several researchers and the AARP have pointed out that ebikes are equitably accessible to seniors and carry positive health benefits for active riders.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 75 8.B-3 Languages What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: iii. Strategies to disseminate infor- mation in multiple languages.
Building an inclusive micromobility program includes communi- cating with diverse communities in their preferred language. Our current micromobility website is available in English, Traditional Chinese, French, and Spanish. To support our Community Pass outreach, we will work with the City to provide materials in all priority languages (for an example, see the Community Pass bro- chure printed in English and Spanish left.)
Lastly, Lyft provides phone and email support in English and Span- ish, and provides translated phone support for over 170 languages. In addition, our online Help Center (https://help.lyft.com/hc/en- us) currently supports multiple languages, including English and Spanish.
8.B-4 Filing Complaints What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: iv. Public information and educa- tion to users and non-users regarding filing complaints or other issues.
Customers and noncustomers are encouraged to contact Lyft’s customer service to report an issue by phone, in the app, or on the website, including if their bike or scooter is damaged or vandalized in any way. During rider training, we teach users how to report issues with their device, a misplaced device, or other relevant issue using the Lyft app. All Lyft devices display a phone number and email address, so members of the public can reach us when they need to, without having to download the Lyft app.
Lyft also monitors all social media channels, such as Facebook, Twitter, and Instagram, and responds to customers and noncus- tomers when an issue arises.
8.B-5 Community Complaint Technologies What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: v. Community complaint technolo- gies.
Noncustomers can easily report issues to Lyft’s Customer Expe- rience Team through our in-app report-an-issue feature or by calling the help line 1-877-452-6699 displayed on all device decals. Agents are available 24/7. In addition to in-app, phone and email support, we also have dedicated staffing to address customer concerns across all markets over social media. The Twitter handle
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 76 is @AskLyft. All issues reported are routed to the 24/7 Customer Experience Team.
Neighborhood Flag Feature. We also empower anyone to report improperly parked scooters in our app with the “Neighborhood Flag” feature and by contacting customer support (our phone number is listed on the scooter decals). When a scooter is reported, the local team is immediately notified to move the scooter. Report- ed scooters will be remotely disabled and removed from use.
8.B-6 In-app Messaging What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: vi. In-app messaging and educa- tion features.
The Lyft App onboarding flow includes an educational element that provides users with information about the program, micromo- bility operations, required personal safety measures, and proper etiquette for sharing the road and bike lanes both when operating and parking a device.
We also have the ability to send in-app safety reminders during key touch-points, such as at the beginning or end of a ride. This feature is also used by our local Lyft team to periodically send hy- per-local safety reminders with in-app safety pop ups and email pushes. These regular reminders of safety, proper parking, and service announcements are relevant to regions where a user has rented bikes and scooters. We can also push notifications to rid- ers in-app or by email about upcoming events, surveys, driver’s license revalidation timing (every three months), and new educa- tional material and guidance provided by Lyft or the City.
8.B-7 Public Education and Marketing Programs What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: vii. Public education marketing programs.
The Lyft team brings extensive experience in growing micromobil- ity ridership through localized marketing and communications. In Santa Monica, Lyft has made its mark by collaborating with orga- nizations and events that reach a diversity of residents and visitors across the city. Below we provide an overview of the extensive outreach undertaken by the Lyft team since launching scooters in Santa Monica in 2018. These outreach activities aimed to reach a diversity of riders, inform local residents about our low-income pass programs, educate users on safe riding and proper parking etiquette, as well as engage the public around how to reach us to report good and bad rider behavior:
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 77 • Micromobility Murals: Lyft commissioned three micromo- bility murals in Santa Monica by local artist Leila Youssefi to encourage sustainable transport, safe riding, and orderly parking for bike and scooter riders while beautifying San- ta Monica streets. The murals are located at Ocean Park & Main St. and Broadway & 14th St. • Critical Workers Program: In response to COVID-19, Lyft de- veloped a program that has delivered over 4,000 free scoot- er rides to frontline workers in the LA Metro area, and over 1 million free bike and scooter rides nationwide. Lyft adjusted its operation to serve healthcare partners, including UCLA Health and USC Keck, and also provided free rides to Meals on Wheels West. • Santa Monica Spoke x Lyft Safety Events: Lyft Collaborat- ed with Santa Monica Spoke for bike and scooter events at the Santa Monica Beach Bike Path Bike Safety Course. We handed out helmets, promoted rider safety, facilitated free scooter demos, and encouraged riders to sign a safety pledge of their own. Additionally, we distributed information on Lyft’s low-income program, Community Pass. We ad- vertised the events as much as possible, including via Santa Monica Daily Press and SM Spoke websites and social chan- nels.
• Scootiquette: We developed a scooter safety education campaign specifically for Santa Monica, which allowed us to share scooter safety and etiquette tips in an engaging and targeted way. We printed pamphlets with this material to hand out at all of our safety events and via on-the-ground ambassadors who roam key areas during peak times. We also found creative ways to get the Scootiquette message out, taking out advertising space in Santa Monica Daily Press and buying billboard space in Venice Beach, where we know many riders begin their trips to Santa Monica. • Helmet Hand-Out Events: Pre-COVID-19, Lyft frequently hosted helmet hand-out events throughout Santa Moni- ca. Through 15+ local Santa Monica events, we met with
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 78 thousands of community members, and handed out 500+ helmets. Examples include three Santa Monica College on-campus events, two Water Garden sustainability / safety expos, hosting booths at many local festivals (e.g., SOULstice, Buy Local, and Unique Markets Holiday PopUp), and two aforementioned Santa Monica Spoke safety events. Once in-person events are possible again, we plan to get back out and hold frequent helmet safety events. We believe there is
no replacement for on-the-ground presence and community involvement. • On-the-Ground Safety Ambassadors: Our e-assist trike drivers also act as safety ambassadors, handing out Scoot- iquette pamphlets and helmets, in addition to answering questions. • Local Santa Monica partnerships: Lyft maintains a strong relationship with the community in Santa Monica, partnering with local groups including Climate Action Santa Monica, Santa Monica Spoke, Virginia Avenue Park, and Westside Ballet.
In 2021, we plan to vastly expand the outreach, especially once it is considered safe regarding COVID-19: • Monthly Safe Biking and Scooting Classes: Lyft has part- nered with Santa Monica Spoke, a local non-profit bicycling advocacy group to hold six monthly safety and equity out- reach classes/events on behalf of Lyft in Santa Monica in 2021 once CDC guidance allows: • Locations: Santa Monica Spoke will host events across the city including: Santa Monica Beach Bike Campus, Virginia Avenue Park, Santa Monica Farmer’s Market, Community Corp Locations. These events will teach the rules of the road and engage low income communities with Lyft’s Community Pass offering, helping people sign up. • Curriculum: Santa Monica Spoke will develop an en- gaging curriculum designed for various shared mobility devices. In addition, they will bolster community sup- port for proposed infrastructure improvements such as the Safe Streets for 17th Street Safety Project, protected “bike”/mobility lanes, and discuss how bikes and scoot- ers help provide connections to other shared and public transportation modes.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 79 • Curriculum is designed to build user confidence, cover applicable laws and demonstrate proper riding and crash avoidance techniques to improve safety. There will be a strong emphasis on fun— with the importance of rider etiquette to enhance safety—and how this can help build broader community acceptance and support for scoot- er and shared mobility devices. The scooter and multi-modal classes also aim to help build cama- raderie and garner support from the broader ac- tive transportation community and transportation sustainability and equity. • Classes also introduce Lyft’s Community Pass low income offering to attendees and offer them assis- tance with signing up for the program. • Instructors: Santa Monica Spoke utilizes experienced League Certified Instructors, LCIs for all education pro- grams, certified by The League of American Bicyclists. • Class format: The classes will intentionally combine scooter, bicycle and multi-modal travel to bring togeth- er a diverse audience that may identify as different demographic groups in the same space—to help build mutual support and identify and reinforce commonali- ties and shared goals. • Walking Tour of needed infrastructure improvements: Lyft is supporting Santa Monica Spoke to develop a walking tour of areas that have known safety concerns and are Vision Zero safety priorities alongside another partner organization, LAWalks. • Other Helmet Hand-Out and Safety Events: We plan to con- tinue participating in events throughout the city (when safe to do so again) to hand out helmets and promote safe bike & scooter riding, including Santa Monica College on-campus events (e.g., Earth Week, Welcome Day, etc.), Water Garden events (e.g., Sustainability Expo, Rider Safety, etc.), State of the City, Twilight Concert Series, Buy Local Festival, COAST, Summer SOULstice — and more!
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 80 8.B-8 Driving New Ridership Growth
8.B-8.1 Corporate Membership Program Lyft has developed a corporate membership program that allows employers to provide free or subsidized micromobility member- ship to their employees. Nationwide, our corporate program ac- counts for a significant portion of all members. In Boston, most major universities and hospital systems participate in the program, comprising thousands of annual members. We will look to achieve a similar scale in Santa Monica.
9.B-6.2 Free & Discounted Rides Lyft frequently uses free and discounted ride promotions as a tool to invite new riders to try and experience the value of micromobil- ity. Each free ride campaign is planned with a clear, meaningful purpose in mind. Here are just a few recent examples from other cities: • Car-Free Earth Day. In partnership with Mastercard and NYC City Council, we celebrated the natural relationship be- tween bikeshare and greener cities with a Free Ride Day. The program resulted in over 5,000 new riders. • Transit Service Interruption Support. In Boston during con- struction of the Commonwealth Avenue bridge, we deployed temporary stations and valet service along the impacted route and offered $1 rides to commuters who were starting or ending their trip in the impacted area. • Free rides to #VOTE2020. With a lack of transportation op- tions shown to be a barrier to voting, Lyft encouraged any- one to get out the vote for last November’s City election by providing a free ride credit to get to the polls. • COVID-19 Critical Workers Program. When COVID-19 struck, Lyft continued to work through the pandemic, even though overall ridership was very low, because we knew the impor- tance of providing socially distant micromobility options in Santa Monica. Not only that, but Lyft also launched a Critical Workers program that offered free bike and scooter trips to critical workers. To date well over 4,000 free trips have been given to critical workers in the LA area.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 81 SECTION 9: AFFORDABILITY
Briefly describe your plan to ensure that shared mobility systems remain affordable for all users as a viable mode of transportation and provide access opportunities for users from every socio-economic level.
In Santa Monica, we have collaborated with public agencies, local non-profits, and community groups to ensure that equity is the cornerstone of our micromobility programs. This means examining and addressing mobility equity issues at the Los Angeles County level, as we’ve been doing through our partnership with Investing in Place and the publication of the Moms in Mobility report (En- glish | Spanish) and at the local level, in partnership with Santa Monica groups and organizations. Lyft has been partnering with Santa Monica Spoke for three years now, creating tailored safety training and equity outreach plans based on the needs and chal- lenges unique to the Santa Monica community. We have contin- uously supported local organizations such as the Santa Monica Education Foundation, the Virginia Park Teen Scholarship, and Cli- mate Action Santa Monica, to ensure that our positive impact goes beyond mobility and reaches all corners of the city.
9.A MINIMUM REQUIREMENTS Do you agree to meet the minimum requirements outlined in Section 4.6.3 of the Admin- istrative Regulations?
Yes, Lyft agrees to meet the minimum requirements as outlined in Section 4.6.3 of the Administrative Regulations. Details of how Lyft plans to meet minimum requirements are found in Appendix F. In addition, in the section below [9.B] we provide a description of how we meet and exceed these requirements in order to ensure riders of all socio-economic levels find Lyft’s micromobility offering both easily accessed and affordable.
9.B SERVICES BEYOND MINIMUM REQUIREMENTS What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: Fare structure, including any frequent-rider membership options; Commitment to not exceed a maximum fare price; Strategies to ensure fares remain affordable for all users, and cheaper than other au- tomobile options like ride hailing services; Strategies to promote low-income programs, or special fare options; Strategies to offer service to customers without a credit card or smart phone.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 82 9.B-1 Fare Structure What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: i. Fare structure, including any frequent-rider membership options Below is our proposed fee structure at the outset of the new pilot period. The main goals of our pricing structure are as follows: • Provide a simple and transparent fare structure that riders can understand (no surprises!). • Reduce financial barriers to access for low-income riders. • Encourage frequent alternative commuting behavior via low-cost memberships (which will benefit residents and workers commuting to Santa Monica businesses) • Maximize ridership through attractive per-ride costs vs. au- tomotive alternatives
City Monthly Income-Eligible Non-Members Lyft Pink Membership Membership Membership12 Membership Fee $5.99 / month $5 / month n/a $199 / year Unlock Fee $0 $0 $1 $0 eBike per min Fee $0.34 / min $0.05 / min $0.34 / min $0.23 / min Discounted Scooter per min Fee $0.39 / min $0.05 / min $0.39 / min scooter fee coming this year Scooter riders receive $1.00 off their ride for every journey ending in a dedicated Proper Parking scooter corral (100+ scooter corrals in Santa Monica). Incentives Ebike riders are charged a $1 fee for parking outside of Breeze bike station (81 Breeze stations in Santa Monica).
9.B-2 Maximum Fare Price What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: ii. Commitment to not exceed a maximum fare price.
Lyft’s memberships are designed to support Santa Monica com- muters—riders who move across the city, day-to-day for short, point-to-point trips. We understand the importance of providing a reliable and affordable program to riders, while also noting that providing a maximum fare price could negatively impact Santa Monica’s thriving bike tourism industry, which provides tourists with
12 Lyft Pink memberships offer riders: free ebike unlocks, with free scooter unlocks coming soon, and reduced per minute bike and scooter fees, amongst other perks. Currently Lyft Pink has a limited rollout in Santa Monica, but will be more broadly available in May 2021. For commuters, taking 5+ trips, Lyft Pink can be the most economical option.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 83 affordable all-day rental options. While Lyft won’t immediately set a maximum fare price, we deeply understand the City’s commit- ment to ensuring the system remains affordable for people of all socio-economic levels.
Annual and Monthly Memberships. With hundreds of thousands of annual and monthly members across our micromobility systems, we have seen how our membership programs have helped keep people moving in an affordable way—by greatly reducing the cost per ride for frequent users Santa Monica is the first city where Lyft has launched memberships outside of our more traditional pub- lic-private partnership cities (such as New York, Chicago, and Port- land), and we look forward to continue testing and growing these programs with the City of Santa Monica over the new pilot term.
Community Pass. In addition to annual and monthly memberships, Lyft also provides a low-income eligibility pass for $5 per month with a $0.05 per minute fee. For an income eligible commuter that uses a bike/scooter 30 times a month for a 20-min ride, the av- erage cost per ride would be ~$1.15 per trip roughly equivalent in price to a standard local bus fare ($1.25).
It is important to note that our Community Pass and Member- ship program members receive discounts on both Lyft ebikes and scooters, giving users flexibility to use different device types as needed to fulfill their trip based on desired form-factor and avail- ability.
9.B-3 Keeping Fares Affordable What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: iii. Strategies to ensure fares re- main affordable for all users, and cheaper than other automobile options like ride hailing services.
Lyft is committed to encouraging riders to adopt lower emission modes, and to decoupling the right to mobility from automobile ownership. A central component of this mission is to expand the presence and adoption of affordable micromobility services.
As a company which also operates rideshare, we are intimately familiar with rideshare pricing and have committed ourselves to creating attractive memberships that make micromobility ap- pealing to more riders. Below we detail how Lyft’s Transit, Bike and Scooter team has leveraged this insight to nudge riders towards micromobility modes:
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 84 • Annual and Monthly memberships. If we notice riders tak- ing multiple journeys on our micromobility system over the course of a month, we notify the user that they could have saved money through one of Lyft’s micromobility member- ships.
• Lyft Pink membership. This bundled membership is aimed at bringing new riders to bikeshare and scooter- share, increasing the habitual usage of micromobility, and reducing car ownership. As an example, when Lyft introduced Lyft Pink as a pilot in New York City, members who were offered a bikeshare benefit increased their bike rides by an average of 76%. • In-app mode selector. Lyft’s home screen displays transit and micromobility services nearby. When a user enters their destination in-app, we proactively surface a full range of modes—including bikes, transit, scooters and walking—for every trip planned in the Lyft app. For most short journeys in popular and dense areas—such as Santa Monica—Lyft’s micromobility options are often a more affordable and faster way to travel than rideshare (or even driving and parking a single occupancy vehicle).
9.B-4 Promoting Low Income Passes What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: iv. Strategies to promote low-in- come programs, or special fare options.
We bring extensive experience in growing micromobility ridership and low-income pass membership through localized marketing and communications [8.B-2]. Our experience includes expertise in equity-based outreach, community engagement, experiential and field marketing, and public relations. We complement a highly lo- calized marketing strategy (focused on equity, identifying commu- nity needs, and lowering barriers to access) with a national play- book that allows us to execute best-in-class marketing campaigns. By engaging and highlighting a diversity of users, our marketing and community engagement strategy will support Santa Monica’s investments in reaching riders of all backgrounds and socio-eco- nomic levels.
Partnering to boost low-income Community Pass memberships Lyft has already partnered with Santa Monica Spoke, Santa Mon- ica College, and other local organizations to run events that have enrolled hundreds of members to the Community Pass program— which provides deeply discounted rides for users on both ebikes
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 85 and scooters. We are excited to continue supporting the City of Santa Monica’s work providing transportation options to afford- able housing residents.
An example of a tactic we are currently deploying in San Diego with our local partner, CirculateSD, that we could decide to repli- cate in Santa Monica is sending out a direct mailer with informa- tion about our Community Pass program. This effort in San Diego targeted more than 10,000 households in lower income neighbor- hoods. Over the next few months, we will assess the success of this initiative in signing up new Community Pass members, share re- sults with the City and decide whether to bring it to Santa Monica.
Sponsoring Local Events and Community Rides that reflect Santa Monica’s diversity We have also sponsored local events and community rides in an effort to reach the diverse neighborhoods, organizations and com- munities around Santa Monica. Our approach with these events is to meet riders where they are. We don’t assume that low-income riders are already informed about Lyft’s Community Pass option, so we actively find opportunities to be present in the community. See [8.D-2] for more information about Lyft’s community outreach targeting a diversity of user groups.
Understanding the needs of underrepresented riders In September 2019 in Los Angeles, we partnered with Investing in Place and South Central LAMP to examine how our transportation systems can better serve low-income mothers and their families. Based on a meeting with a group of mothers in South Central Los Angeles, we compiled the findings of the unique mobility challeng- es women and mothers face in the area.
Separately, in San Diego, we worked with CirculateSD to perform several targeted, creative public outreach activities to promote Ly- ft’s Community Pass and rider safety to eligible community mem- bers from June to December 2019. By conducting a variety of out- reach activities, Circulate was able to identify the best strategies for encouraging residents to sign-up for the Community Pass. Our key learnings were that our low income riders lacked awareness of our Community Pass program, did not have enough scooter avail- ability, were often first-time riders and valued safety training, and desired safer riding infrastructure in their neighborhoods. These learnings have been helpful in shaping our outreach to Communi- ty Pass members in Southern California and beyond.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 86 TRADE SECRET - PROPRIETARY
9.B-5 Serving Customers without a Credit Card or Smartphone What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: v. Strategies to offer service to customers without a credit card or smart phone.
9.B-5.1 Ensuring Access for Unbanked Riders. To reduce economic barriers to access, Lyft has enabled the fol- lowing mechanisms for riders without credit cards and unbanked passengers to access our micromobility devices: • Lyft Cash. Lyft Cash is a stored value payment method that allows riders to pre-load funds, and use those funds for fu- ture Lyft rides. This helps riders to plan ahead and budget for rides easily. • Prepaid Debit Cards. Unbanked customers can purchase prepaid debit cards with cash at any local grocery store, convenience store, or pharmacy, and use the card to open a Lyft account and pay for bike and scooter rides. Prepaid debit cards are currently used to pay for thousands of rides under Lyft’s 80+ transit partnerships and 19 micromobility programs.
Lyft has elected to use the prepaid debit card solution because it is familiar and widely available to our potential users. In addition, prepaid debit card payment solutions do not lock up funds that are exclusively redeemable on Lyft, providing a convenient and less restrictive experience to cash-based users.
9.B-5.2 Smartphone Free Riding | Tap-to-unlock using NFC cards In the San Francisco Bay Area, Lyft has successfully implemented a convenient smartphone-free unlocking mechanism for bikes using the local transit smart card, Clipper. Through this process, Lyft built the back-end software needed to link transit smart cards to our reservation system, creating a seamless, one-tap, check-out expe- rience.
In Santa Monica, Lyft has recently implemented a NFC card unlock feature that will allow non-smartphone users to unlock our ebikes using a Lyft provided NFC card (see images, right). It is envisioned that these cards will be used first to support the Big Blue Bus’ Mo- bility On-Demand Everyday (MODE) program, and then expanded to any non-smartphone user in the Santa Monica region.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 87 TRADE SECRET - PROPRIETARY
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9.B-5.3 Call to Unlock In addition to Tap-to-unlock, Lyft Community Pass Members have the ability to call our local operations team to reserve and unlock a Lyft ebike or scooter without using a smartphone. Members have access to Lyft’s local phone number, which they call to start and end ebike and scooter rides during service hours (6am-5pm). A Community Pass Member is notified of this ability to unlock a scooter without a smartphone upon sign up, and we also commu- nicate this option widely at community events across the city.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 88 SECTION 10: CUSTOMER SERVICE Briefly describe your plan to provide responsive customer service to riders and non-rider community members that creates a positive experience and quickly resolves and tracks issues.
Lyft’s Partner and Customer Experience (PCE) team is composed of hundreds of representatives that process thousands of inquiries per month across all of Lyft’s shared modes. We’re proud of our ef- forts and continuously strive to improve our best-in-class program to deliver high quality customer support to all Lyft platform users and the communities where we operate.
We provide best in class customer support.
Providing fast and convenient customer service and resolution of service complaints is an operational priority for Lyft across our shared mobility service offerings. Our program was recently rec- ognized as a national leader in customer support. In 2021, Lyft won Newsweek’s Best in Customer Support ranking in the Taxi and Peer-to-Peer Ridesharing category for the fourth year in a row.13 We’re proud of our efforts and continuously strive to improve our best-in-class program to deliver high quality customer support and effective resolution of any issues that may arise while using the Lyft platform.
Quick Response Time.
We strive to answer customer service phone calls within 30 sec- onds, and 90% of customer service complaints are resolved under twenty-four hours via email. Depending on volume levels of web- form reports, the whole escalation process can take a matter of minutes. 10.A MINIMUM REQUIREMENTS Do you agree to meet the minimum requirements outlined in Section 4.7 of the Adminis- trative Regulations?
Yes, Lyft agrees to meet the minimum requirements as outlined in Section 4.7 of the Administrative Regulations. Details of how Lyft plans to meet minimum requirements are found in Appendix F. In addition, in the section below [10.B] we describe how Lyft’s award-winning Partner and Customer Experience team will sup- port both riders and city staff to ensure swift complaint resolution and keep riders coming back for more.
13 https://www.newsweek.com/americas-best-customer-ser vice-2019/services-transportation-travel LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 89 10.B SERVICES BEYOND MINIMUM REQUIREMENTS What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: Different modes of customer service complaint delivery (I.e. customer service call line, in-app communications, social media, etc.); Strategies for complaint resolution in multiple languages; Customer service tracking and evaluation procedure.
10.B-1 Customer Complaint Delivery What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: i. Different modes of customer service complaint delivery (I.e. customer service call line, in-app communications, social media, etc.).
Lyft has a sophisticated customer service infrastructure that quickly manages service issues that may arise. Lyft’s Help and Critical Re- sponse Line (24/7) is the central point of contact for customer sup- port. Lyft’s Partner and Customer Engagement (PCE) team is avail- able around the clock to support Lyft users. Agents are available 24 hours a day, 7 days a week to respond to any accidents, safety incidents, and citations that may occur through the micromobility program. The heart of our customer support team is centered in Nashville, TN, but we have a geographically distributed team to ensure 24/7 coverage. Riders and non-riders alike can reach Lyft’s customer service team through the following modes of communi- cation: • In-app support. The Lyft app provides users the ability to report mechanical or operational issues with a device at any point during their ride. We also empower anyone (riders and community members) to report improperly parked scooters in our app with the “Neighborhood Flag” feature. • Lyft Help Email Support: Riders and non-riders alike can contact Lyft at any time via Lyft Help (lft.to/lbs-support), which will create an email ticket and resolution pathway between the individual and Lyft’s Partner and Customer En- gagement team. • Contacting Lyft Customer Support Line: Users and non-users can reach Lyft’s Partner and Customer Engagement team by calling the help line 1-877-452-6699 displayed on all vehicle decals. Agents are available 24/7. • Social Media Support: In addition to in-app, email and phone support, we also have dedicated staffing to address customer concerns across all markets over social media. The Twitter handle is @AskLyft. All issues reported are routed to our Partner and Customer Engagement team.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 90 As noted in the introduction above, Lyft’s team strive to answer customer service phone calls within 30 seconds, and 90% of cus- tomer service complaints are resolved under twenty-four hours via email.
10.B-2 Complaint Resolution in Multiple Languages What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: ii. Strategies for complaint resolu- tion in multiple languages.
Lyft partners a third-party language translation service to provide customer support via phone for 170+ languages. In addition, our online Help Center (https://www.lyft.com/scooters/santa-moni- ca-ca/faq) currently supports multiple languages. To ensure we are providing an inclusive and more accessible micromobility pro- gram, we can work with the City to discuss accommodating addi- tional languages as needed.
10.B-3 Complaint Tracking and Evaluation What unique strategies are you offering beyond the minimum requirements and why are they effective? This could include but is not limited to: iii. Customer service tracking and evaluation procedure.
There are four steps we take to track, evaluate, and resolve reports from customers or the general public: 1. Lyft’s Customer Support Team receives the complaint: Riders and members of the general public can report an issue with a Lyft bike or scooter in three ways: (1) via the Lyft App’s “Report an Issue” feature; (2) by calling our 24/7 customer sup- port team; or (3) by submitting a concern through the secure webform (lft.to/lbs-support). All contact information is clearly displayed on each scooter and bike. Lyft’s Partner and Cus- tomer Engagement Team is available 24 hours a day, 7 days a week to respond to any safety incidents and issues that may occur through this program.
2. Lyft’s Customer Engagement Team determines the nature of the complaint: Our customer service team identifies the nature of the complaint, such as reporting a misparked scooter or bike, a maintenance issue encountered during a ride, a safety inci- dent, or a general inquiry.
3. Lyft’s Customer Engagement Team engages with the customer and the Operations Team to identify next steps: • Misparked scooters and bikes. The customer support agent obtains information on the reported scooter or bike
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 91 (including its location) if it is blocking the right-of-way or is tipped over, and if possible, the vehicle identification num- ber • Repair or maintenance issue. Customers may report main- tenance issues they encounter during their ride. A customer support agent will ask clarifying questions over the phone or will collect this data submitted via the app’s reporting feature. • Safety incidents. We take micromobility safety extremely seriously and we have worked extensively with local offi- cials to provide the best experience for riders and com- munities at large. When a rider reports a collision or other safety incident to our customer support team through the Lyft app, we aim to contact them via phone as soon as possible. Once we reach the rider by phone (or if they have contacted support via phone), we always first ask if they are okay and urge them to call 911 if they are injured and need immediate assistance. After ensuring that immediate safety needs are met, we gather critical information about the incident from the rider so that we can address the in- cident appropriately and escalate it as needed. Our cus- tomer support agents also encourage riders to file a police report for the incident so that everything is well document- ed.
4. Lyft’s Customer Engagement Team works with the local Op- erations team for quick on-the-ground resolution: Lyft’s local operations team consistently responds to device move requests quickly in Santa Monica. Given the location of Lyft’s warehouse within Santa Monica, our local operations team frequently re- sponds within 30 minutes or less to in-field issues. As previously mentioned, City officials also have a 24/7 direct line to Lyft’s General Manager and Operations Manager via cell phone for community complaints or emergencies. We are always ready to drop everything and resolve priority issues for City Staff, and have proven this urgency many times throughout the past 2.5 years. • Safety incidents. As appropriate depending on the severity of the incident, our trained safety team handles all out- reach to the parties involved. Lyft will cooperate with law enforcement and city officials as required. • Misparked scooters and bikes. We strive to respond to reported incidents in ways that prioritize proximity and efficiency, deploying the closest team member to take cor-
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 92 rective action. Our Customer Service Team communicates directly with local operations teams in the field to resolve the issue. If the reported scooter or bike was misparked, our operations team will return it to a proper parking area. • Repair or maintenance issue. As part of our commitment to safety, any scooter or bike reported for a safety or main- tenance issue is immediately disabled, and then collected and inspected by our local operations teams to ensure that devices remain in working, safe condition before they return to the street.
5. Direct Community Outreach from Local Staff: Often when we receive direct community complaints and have contact infor- mation for the community member airing the complaint, our General Manager or Operations Manager will reply with a personal phone call or email explaining how we resolved the situation, and how we will use the experience to learn and im- prove in the future. Our experience has shown that taking the time to engage in this extra direct community interaction and willingness to listen engenders a much closer relationship with the community and helps to build trust and support for Shared Mobility in Santa Monica.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 93 SECTION 11: DATA
Lyft is committed to providing the City of Santa Monica with robust data to help visualize, evaluate and celebrate the impact of their shared mobility pilot program. Lyft will share system data with the City of Santa Monica through documented web-based APIs—in- cluding GBFS and MDS—and monthly reports specifically tailored for the City of Santa Monica. This data will provide real-time and aggregated insights into system travel patterns across the micro- mobility devices that Lyft is permitted to operate in the City. 11.A MONITORING SYSTEM EFFECTIVENESS Briefly describe your strategy for monitoring system effectiveness, customer satisfaction, and municipal relationships over time.
11.A-1 Monitoring System Effectiveness
Lyft understands the importance of data reporting to monitor the program’s success and effectiveness. The data we currently share via GBFS and MDS APIs are designed to ensure that our system design and operations deliver against the City’s stated goals for your Shared Mobility program.
Lyft has and would continue to share additional data with the City through monthly reports delivered via the City’s dedicated portal, which will dive deeper into the impact of Lyft’s customer service, community outreach and marketing initiatives. Combined, these API feeds and monthly reports provide the City with important system health and performance metrics including hard to reach statistics such as the number of low-income riders, trips taken, and community engagement participants. We meet regularly with City staff to discuss emerging patterns shown by the data, contemplate and iterate upon new solutions, and leverage our robust data set to execute a superior and localized operations plan.
11.A-2 Monitoring Customer Satisfaction
As described in [10], Lyft provides riders with a world-class and award-winning customer service experience. We will monitor both the % of calls answered within 60 seconds and % of emails re- sponded to within 24 hours to ensure our systems are meeting the needs of the riders.
Lyft will circulate a user survey every six months, in line with ques- tions asked by other operators and determined in coordination with the City. With respect to survey distribution, we propose to
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 94 send a link to the survey by email as well as provide pop-up notifi- cation reminders in the Lyft app to maximize survey participation. Surveys would also be advertised at community events, micromo- bility safety workshops, community partner newsletters, and elect- ed officials’ channels.
11.A-3 Municipal Relationships
Data shared by Lyft can also help to inform infrastructure plan- ning efforts such as the provision of bike lanes, bike racks, or street redesigns, and can provide visibility into the relationship between micromobility and other modes, such as public transit. In every market where we operate, we work to deliver the data that cities need most, while also valuing the privacy of each rider. 11.B COMPLIANCE WITH DATA REQUIREMENTS What unique strategies are you offering beyond the minimum requirements and why Confirm that you affirmatively accept compliance with the Data requirements outlined in Section 4.9 of the Administrative Regulations.
Lyft confirms that we will continue to comply with the data require- ments as outlined in Section 4.9 of the Administrative Regulations. Details of how Lyft plans to meet minimum requirements are found in Appendix F. Through [11] we provide a description of how we meet and exceed each of the requirements—from PCI compliance to user surveys—providing city staff with qualitative and quantita- tive data to help measure system effectiveness. 11.C THIRD PARTY PCI AUDIT Provide your most recent third-party PCI audit.
Lyft has attached our most recent third-party PCI audit. It can be found in Appendix G. 11.D USER DATA Briefly describe what, if any, user data you intend to collect and sell. And if so how this will this be communicated to users and how they will they be able to opt-out?
Lyft collects information about the deployed micromobility sys- tem and usage to manage the service, facilitate transactions and payments, respond to customer support inquiries, find and prevent fraud, communicate with users, and respond to trust and safety issues. Lyft does not sell user data, as detailed in Section 4 of Lyft’s Privacy Policy (https://www.lyft.com/privacy).
Through our shared mobility programs, Lyft has also developed clear protocols for supporting privacy-minded data sharing prac-
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 95 tices to help inform public policy decisions. We are committed to protecting the data of the Lyft community and have a dedicated Security Team employing technical and organizational measures to do so. All customer data is subject to Lyft’s Privacy Policy (https:// www.lyft.com/privacy), which explains how Lyft collects, uses, and shares information from Lyft users. Bikes and scooters are subject to Lyft’s Product Rental, Waiver of Liability and Release addendum.14
14 Lyft’s Product Rental, Waiver of Liability and Release Addendum: https://s3.amazonaws.com/api.lyft.com/static/ terms-scooter-bike.html
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 96 SECTION 12: FORMS
12.A NON-DISCRIMINATION POLICY ACKNOWLEDGMENT
See Appendix H.
12.B NON-COLLUSION AFFIDAVIT
See Appendix H.
12.C OAKS INITIATIVE DISCLOSURE FORM
See Appendix H.
12.D ACKNOWLEDGMENT OF ADDENDUM
See Appendix H.
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT PROGRAM 97 APPENDIX A. COMPLIANCE REFERENCES
Final Administrative Decision
Date: July 18, 2019
By: David Martin, Director of Planning and Community Development Re: Shared Mobility Pilot Program Lyft Cap Fleet Size Adjustment
Memorandum
On June 26, 2018 City Council adopted Ordinance 2578 (“Ordinance”) and directed staff to proceed with the implementation of the Shared Mobility Device Pilot Program (“Pilot Program”) for regulating dockless shared mobility companies and technologies in a way that protects public safety and promotes community wellbeing, sustainability and equity. Since the launch of the Pilot Program on September 17, 2018, roughly 1.5 million trips have been taken on shared mobility devices and respondents to a City-conducted user survey self-reported that 50 percent of their most recent trip on a shared mobility device displaced a car trip (including drive alone, ride share services, taxi’s etc.)
The Pilot Program allowed for a program launch with a city-wide fleet size of up to 3,000 total devices, including up to 1,000 e-bikes and up to 2,000 e-scooters. The Ordinance allowed for the total number and ratio (e-bikes to e-scooters) of shared mobility devices permitted to operate in Santa Monica to be adjusted over time.
As detailed in Section 3.3 in the Pilot Program’s Administrative Regulations (“Administrative Regulations”), an operator may add devices to its fleet, upon request to and approval by the City, when the operator demonstrates with device and utilization data that average ridership exceeds a Minimum Utilization Rate (“MUR”) of three (3) rides per day for e-bikes and four (4) rides per day for e-scooters. When utilization falls below the prescribed MUR, the City may require operators to remove the number of devices necessary to meet or exceed the MUR. When utilization is above the prescribed MUR, operators may request to add devices.
The Administrative Regulations outline criteria for the City to consider in addition to the MUR thresholds in the evaluation of requests for device increases or device decrease determinations. The criteria include market needs, the number of devices deployed in the City, device utilization, operator performance, public safety, seasonal and environmental conditions, and special events.
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Currently, the four companies selected to participate in the Shared Mobility Pilot program have the following maximum device allocations:
Bird: 750 e-scooters Jump: 500 e-bikes, 250 e-scooter Lime: 750 e-scooters Lyft: 500 e-bikes (never launched), 250 e-scooters TOTAL Launched: 2,500 devices
In November 2018, and February and March 2019, Lyft requested to increase its e- scooter fleet from 250 to 750 e-scooters.
This request was not approved at the time, because Lyft did not meet the criteria listed in Section 3.3 of the Administrative Regulations. Specifically, Lyft fell below the MUR threshold for a device increase of four e-scooter rides per device per day.
In May 2019, Lyft asked the City to revisit the earlier device increase request noting its growing ridership/utilization, overall compliance with the Administrative Regulations, - commitment to community engagement, and proactive approach to solving issues and incorporating feedback. Lyft also noted a disadvantage of having fewer devices than the other permitted Pilot Program operators in Santa Monica. Lyft was initially allowed to launch 750 total shared mobility devices (500 e-bikes and 250 e-scooters) but did not launch the 500 e-bikes within the 30-day window required by the Administrative Regulations, and so was left with only 250 e-scooters in operation.
Between June 1 and June 30, 2019, the Pilot Program has generated a total of over 315,000 trips and a combined average of 4 rides per device per day for all four operators and devices combined (including both e-bikes and e-scooters). In that same period, Lyft’s ridership reached to an average of 4.7 rides per e-scooter per day, and Lyft has continued to demonstrate an ardent and continued commitment to be responsive to City regulations and community complaints.
Lyft has demonstrated an exemplary ability to adhere to the Administrative Regulations and has worked proactively to ensure quick issue resolution and full program compliance. This effort is evident because the City has received few complaints specific to Lyft’s operations, issued Lyft few administrative citations, and observed few operational issues (e.g. improper deployment, slow response time, etc.). Based on Lyft’s growing average daily ridership, its consistent efforts to comply with the Administrative Regulations, and a demonstrated commitment to be responsive to the City and community, the City will fulfill Lyft’s device increase request and permit Lyft to operate an additional 500 (750 total) e-
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scooters in Santa Monica. This will bring the total number of Lyft devices into parity with the total number of devices originally deployed by the other Pilot Program operators.
This adjustment to Lyft’s device allocation is intended to improve service and responsiveness from all Pilot Program operators and meet the growing demand for shared mobility devices. As adjusted, Lyft’s permitted device cap would be the following:
Adjusted Permitted Caps Lyft: 750 e-scooters (increase from 250)
Prepared By: David Martin, Director of Planning and Community Development
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APPENDIX B. TEAM RESUMES DAVID FAIRBANK
GENERAL MANAGER, CALIFORNIA
Born at St. John’s Hospital in Santa Monica, David lives and has spent most of his life in West LA. David joined Lyft in 2016, and has been a Bikes & Scooters General Manager since the division launched in 2018. Based in Santa Monica, David oversees bikes & scooters for all of California -- balancing operational, strategy, marketing, business, community, and public policy needs. He was on the initial operations team that developed the Lyft Scooters operating model, and led the Lyft Scooters Santa Monica and Los Angeles launches in late 2018. Before that, David managed oper- ations and strategy for Lyft’s XL and Lux business lines. Prior to Lyft, David worked at Sony Pictures in Business Development & Strate- gic Planning, and at the consulting firm L.E.K. Consulting.
LYFT, General Manager, Bikes and Scooters, California July 2018 - Present • Oversee Lyft’s Los Angeles, San Diego, and Bay Area (Bay Wheels) Bike & Scooter markets. Accountable for the business, strategy, operation, team, and P&L of each metro area. • Began as General Manager of Los Angeles; took over San Diego in December 2019 and the Bay Area in January 2021.
LYFT, Operations Manager, High Value and Specialty Ride Types 2016 - 2018 • Managed the P&L, operations, and strategy for Lyft Lux Black, Lyft Lux Black SUV, Lyft Lux (high-end), Lyft XL (7+ seats), and Specialty (Car Seat, Ski Rack) across all Lyft regions. • Led high-profile launch of Lux Black / Lux Black SUV; grew Lux from 6 to 91 regions, and Lux Black from 0 to 45; led marketing / partnership initiatives to increase Lux / Lux Black / Lux Black SUV ridership 10x+ in 2017.
SONY, Senior Analyst 2014 - 2016 • Part of the Global Business Development and Strategic Planning team, carrying out strategic planning analysis, driving business development initiatives, and providing senior executive support within the Home Entertainment division.
L.E.K CONSULTING, Associate 2012 - 2014 • Global strategy consulting firm. Collaborated on nine cases, mainly focusing on growth strategy, operations, and due diligence areas in retail & consumer products, private equity, and media & entertainment industries.
EDUCATION Harvard Business School, Master of Business Administration (MBA) Stanford University, Master of Science, Management Science & Engineering (Energy & Environ- ment Concentration) Stanford University, Bachelor of Science, Management Science & Engineering
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 2 ALEX QUOYESER
OPERATIONS MANAGER
Alex manages the day-to-day operations of Lyft’s electric bikes and scooters platform in Los Angeles and Santa Monica. Alex and his team created the operations playbook to scale the Los Angeles fleet from 250 scooters to the thousands of electric vehicles it now operates. He and his team have defined the operations model for a transition to swappable battery scooters, which have increased efficiency and lowered operations costs. Prior to Lyft Alex worked at Kennedy Wilson, a real estate investment firm, where he worked as an analyst for the Residential & Resort Investment team. Alex graduated from Brown University, where he played football.
LYFT, Operations Manager 2020 - Present • Led the Service Delivery team to launch an electric bike platform in the Los Angeles market. • Analyzed theft trends and worked cross-functionally with the internal Physical Security team and Los Angeles Police Department to devise a loss prevention strategy.
LYFT, Operations Lead 2018 - 2020 • Supervised 4-6 shifts per week; accountable for asset utilization, daily P&L, and oversight of drivers, mechanics, and warehouse staff • Developed the best practice for scooter inventory audits which were implemented across all Lyft scooter markets
KENNEDY WILSON, Analyst 2015 - 2018 • Served as project manager and produced financial reporting for an $800M+ portfolio con- sisting of new single-family attached and detached residential housing, condo conversions, entitled land sales, and hotels
EDUCATION Brown University, Business, Entrepreneurship and Organizations — Business Economics
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 3 JATIN CHOPRA
DIRECTOR OF ENGINEERING, SOFTWARE
Jatin has over 15 years of software engineering experience and currently leads the software organization for Lyft Transit, Bikes and Scooters where he oversees the engineering team in delivering best-in-class products for riders, operators and cities. This includes initiatives such as modernizing existing bikeshare systems onto a unified platform for bikes and scooters, deploying new ebike and scooter fleets, creation of new rider experiences and building tools for efficient operations. Prior to his current role, Jatin founded and led engineering for Lyft’s Marketplace and Mapping organization which balanced supply and demand via efficient dispatch, dy- namic pricing, shared rides, effective routing and accurate ETAs. He holds an M.S. in Information Technology and B.S. in Computer Science from Rensselaer Polytechnic Institute.
LYFT, Director of Engineering, Transit, Bikes and Scooters August 2018 - Present • Lead of the software engineering team for Transit, Bikes and Scooters • Built the Bikes and Scooters software team and led the integration of Motivate’s software teams and systems into Lyft • Developed the strategy to modernize existing bikeshare systems onto a unified platform for bikes and scooters to enable new and improved multi-modal rider experiences, efficient operations and new hardware products
LYFT, Director of Engineering, Marketplace and Mapping January 2014 - August 2018 • Founded and led the engineering team for the Marketplace and Mapping division which balanced supply and demand via efficient dispatch, dynamic pricing, shared rides, effective routing and accurate ETAs
DOONDO, CEO and Founder April 2012 - January 2014 • Founded a local event discovery company which surfaces events based on interests and social network
BARCLAYS CAPITAL, Assistant Vice President 2005 - 2012 • Technical lead for Barclays’ Equity Trading System • Built out highly performant desktop applications and backend systems that were critical to trades execution from external clients and internal traders
EDUCATION Rensselaer Polytechnic Institute, M.S. Information Technology Rensselaer Polytechnic Institute, B.S. Computer Science
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 4 EUGENE KWAK
HEAD OF HARDWARE PRODUCT
Eugene leads the Hardware Product group which creates all ve- hicle and parking infrastructure platforms, including those devel- oped in house and with third party manufacturers. Eugene leads the overall product strategy and vision for TBS, with the goal of building the world’s most cohesive multimodal ecosystem. Prior to Lyft, Eugene was the Head of Vehicle Product at Bird, which was one of the early companies involved in the explosive growth of the micromobility space. He was intimately involved in the develop- ment of the earliest scooters used in the growth of micromobility across the US and Europe. Eugene has also held leadership posi- tions in innovative companies such as NVIDIA as a Senior Product Manager and SpaceX as a Lead Engineer for their evolved ex- pendable launch vehicles.
LYFT, Head of Hardware Product 2019 - Present • Manage Lyft’s ecosystem of hardware platforms which includes bikes, scooters and stations • Develop the overarching strategy for Lyft’s multimodal system including the 3+ year road- map
BIRD, Head of Vehicle Product 2018 - 2019 • Spearheaded the development of all vehicle platforms and accessories, from ODM-based to in-house development. • Developed a commercial (not consumer) vehicle strategy based on data from external/in- ternal customers, and demographic/geographic research.
ECOSENSE, VP of Product and Advanced Technologies 2016 - 2018 • Devised the product and technology strategy and road maps for over 10 initiatives, from sustainability projects to moonshots meant to disrupt the LED lighting industry, including Hu- man Centric Lighting.
SKYCATCH, Director of Product 2014 - 2016 • Managed a team of Product Managers and Engineers, to create and deliver all of Sky- catch’s end-to-end data capture solutions to market, including UAV and firmware initiatives within a Series A budget of $13M.
EDUCATION MIT, M.S., Engineering and Management University of Southern California, M.S., Mechanical Engineering SUNY Binghamton, B.S., Computer Science
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 5 LILLY SHI
PRODUCT MANAGER, SCOOTERS
Lilly leads product for Lyft scooters. She works across multiple cross functional teams, from engineering and design to business oper- ations and policy, to build vehicles that meet the needs of users and cities. Prior to Lyft, Lilly was a PM at Roblox where she built ecosystem driven solutions to grow developer monetization and internationalization. In her time there she initialized the company’s international growth in China and launched subscription-based revenue sharing models for developers. Before that, Lilly was a product manager at GM working on autonomous safety features and business opportunities. Lilly holds a BS in Architecture and MS in Mechanical Engineering from Stanford University.
LYFT, Product Lead, Lyft Scooters 2020 - Present • Drive alignment on scooter strategy and opportunities, from user experience and design to engineering effectiveness and viability. • Ensure strategic fit in key markets and financial sustainability in next generation scooters.
ROBLOX, Product Manager 2018 - 2020 • Set product vision for Roblox subscriptions; responsible for overall UI/UX, branding, success metrics, executive alignment, and go-to-market strategy • Managed integration of new payment fraud detection systems to reduce costs by over $1M • Drove dependencies and deliverables across 10+ product teams to satisfy regulatory licens- ing requirements in China
GM, Product Manager 2016 - 2017 • Defined initial product, market growth, engineering, and business strategy for an autono- mous rideshare service targeting large group users • Presented proposal at multiple stages of company-wide competition • Project sponsored by executive leadership to be implemented in next generation GM prod- ucts
EDUCATION Stanford University, Master of Science, Mechanical Engineering Stanford University, Bachelor of Science, Architecture
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 6 FRANK HEBBERT
PRODUCT MANAGER, RIDER SOFTWARE
Frank has been working on urban transportation problems for 20 years. He currently leads the Rider and Transit product teams for Lyft, working on delivering a consistent, reliable and delightful rider experience across bikes, scooters and transit. He started work- ing on bikeshare in 2015. Before then, he worked on participatory planning software for streets at OpenPlans, including station siting maps for bikeshare in NYC, Chicago and Philadelphia; at Regional Plan Association; and Intelligent Space, a pedestrian movement analysis consultancy in London. Frank holds a Master of City Plan- ning from MIT.
LYFT, Product Manager, Transit Solutions 2018 - Present • Leads product development across the rider and transit team, helping riders get from A-B on a Lyft bike or scooter, or on public transit. • Recent focus on supporting transit payments and integrations, to bring new Lyft mobility op- tions to market in 15 North American cities • Works to ensure we are providing software for our riders that creates the most seamless and integrated experience
MOTIVATE INTERNATIONAL INC, Head of Product 2015 - 2018 • Building insanely popular ways to get around some great cities (New York, London, Montre- al, Chicago, Boston, Washington DC, Bay Area, etc). • Head of product responsible for software and hardware roadmap and prioritization for North America’s largest owner, operator, designer, and supplier of bikeshare systems. • Working with executives, general managers, engineering, design, marketing and operations teams including 60 software and hardware engineers in NYC and Montreal.
OPEN PLANS, Director of Civic Works 2010 - 2015 • Director of an agile, user-driven software team, building open source web tools for high-vis- ibility community engagement. Our greatest hit was Shareabouts, an effective software tool for engaging communities and collecting input. • Led strategy, product roadmap and business development for all projects, and I looked after our relationships with cities, partnerships with national and local planning firms.
EDUCATION MIT, Master of City Planning, Urban Studies University of Westminster, BA, Architecture
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 7 CAROLINE SAMPONARO
HEAD OF POLICY, LYFT TRANSIT, BIKES AND SCOOTERS
Caroline leads scooter, bike, and pedestrian policy and partner- ships. She works with cities on policy initiatives like Vision Zero and complete street redesigns, as well as realizing specific goals around bike and scooter shared mobility. Prior to Lyft, Caroline spent 2 months at ofo, and prior to that 12 years as deputy director of Transportation Alternatives in New York City. At TransAlt, Caro- line led the advocacy campaigns to bring Vision Zero to the United States, establish the country’s largest bike share program, Citi Bike, and set national standards for urban complete street design. In 2013, in partnership with traffic violence victims, Caroline found- ed Families for Safe Streets, a grassroots, victim-led movement to eradicate reckless driving. Caroline holds a BA in Anthropology from Columbia University.
LYFT, Head of Public Policy April 2018 - Present • Set global micromobility policy objectives for the company, including establishing and man- aging strong public-private partnerships with cities to deliver two-wheeled public transporta- tion solutions • Serve as a member of Policy and Lyft Bike and Scooter Leadership Teams • Manage team of staff and consultants across the country
OFO US, Head of Public Policy and Government Relations, NE February - April 2018 • Set national public policy objectives and oversaw service proposals and permit negotiations with municipal partners • Managed more than 10 government relations consultants and corresponding portfolios • Worked cross-functionally to craft compelling communications, establish favorable service agreements with municipal partners, built coalitions that support favorable brand dynamics in key markets
TRANSPORTATION ALTERNATIVES, Deputy Director 2014 - 2018 • Set annual strategic priorities for the organization, including policy objectives, legislative agenda, and grassroots organizing campaigns • Oversaw cross-functional partnerships for implementation of defined priorities • Performed regular communications and public relations work, including interviews for print media, on camera interviews, lobbying with local and state elected official, and public presen- tations • Managed policy and legislative, organizing and communications departments comprised of 28 staff members
EDUCATION Columbia University, Bachelor of Arts, Cultural Anthropology
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 8 COLIN HUGHES
SENIOR POLICY MANAGER, WEST COAST
Colin Hughes is Lyft’s Senior Public Policy Manager for Transit, Bikes and Scooters on the west coast. Previously, Colin launched and operated the world’s first-ever dockless electric-assist bike share system for JUMP and went on to work lead JUMP’s micromo- bility policy. Colin is the former Director of National Policy for the Institute for Transportation and Development Policy and was the lead author of the ITDP’s first Bike-Share Planning Guide. Colin has also previously worked with Bay Area Rapid Transit, the Asian De- velopment Bank, and holds a Master of City Planning degree from the UC–Berkeley.
LYFT, Senior Policy Manager, West Coast 2020 - Present • Leads the policy and government relations for Lyft’s transit, bike, and scooter businesses on the west coast of the US and Canada.
UBER, Head of Policy, Micromobility 2018 - 2020 • Worked with government relations firms, policymakers, and urban planners in dozens of cit- ies globally to successfully shape micro-mobility policy and win operating permits. • Managed relationships and partnerships with advocacy groups, civil society and industry stakeholders.
SOCIAL BICYCLES + JUMP, Director of Strategic Development 2017 - 2018 • Led the launch of the world’s first e-assist dockless bike share through continuous expansion and acquisition by Uber. Grew fleet and team by 10x and weekly trips by 20x in first year. • Led government relations and international business development. Assisted in venture capi- tal fundraising, proposal development, product development.
ITDP, Director National Policy 2012 - 2017 • Led policy strategy for global transportation non-profit operating in over 20 countries. • Developed and led new global shared mobility strategy and practice in 2016. • Led development of new practice in urban transport finance and policy, authoring two ana- lytical policy guides, directly assisting $4.5 million in grants for 8 field offices. • Lead author on globally recognized, data-driven, Bike Share Planning Guide, published 2014.
EDUCATION University of California Berkeley, Master of City Planning University of Wisconsin, Bachelor of Arts
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 9 JORDAN LEVINE
HEAD OF COMMUNICATIONS
Jordan Levine brings over a decade of public affairs experience and currently leads communications for Transit, Bikes and Scoot- ers at Lyft, helping to tell the story of how its mobility solutions are helping improve transportation access, affordability, and sustain- ability. Prior to his current role, he was Deputy Communications Director for Energy and Environment with New York Governor Andrew Cuomo. He also held communications roles for the bike- sharing company ofo, the New York League of Conservation Voters, and in the New York City Council. He holds a BA in Political Science from Grinnell College.
LYFT, Head of Communications 2020 - Present • Manage day to day press needs for the Transit, Bikes and Scooters team including all reac- tive and proactive communications • Work closely with and influence TBS leadership to deliver important messages and narra- tives • Collaborate with cross functional partners to level up Lyft’s role in the micromobility industry and its efforts to build cities around people
NEW YORK GOVERNOR CUOMO, Deputy Communications Director for Energy 2018 - 2020 • Managed communications for a portfolio of eight state agencies including DEC, State Parks, NYSERDA, NYPA and DPS, and oversee a team of 25 agency public information officers • Collaborated with Executive Chamber policy, operations and counsel teams to prevent and manage crises, and to develop and strategically advance the Governor’s energy, environ- ment, and climate agenda
OFO US, Head of East Coast Communications 2018 • Developed and executed communications strategies for a leading bike share company in over a dozen markets. • Crafted organizational messaging on policy communications and media trained external spokespeople Built relationships with key news outlets and was quoted in publications in- cluding: The Wall Street Journal, Washington Post, WIRED, Boston Globe, and Chicago Tri- bune
EDUCATION Grinnell College, Bachelor of Arts, Political Science
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 10 TOLU AKINWUMI
SENIOR MANAGER, SUPPLY PROGRAMS AND SUSTAINABILITY ENGINEERING
Tolu leads Supply Programs and Sustainability Engineering at Lyft. He is responsible for leading hardware manufacturing programs, driving supplier strategies, and delivering engineering projects that improve Lyft’s environmental footprint within the Supply Chain. His work includes leading the definition and delivery of all new hard- ware manufacturing programs, while identifying environmental gaps and closing them. Prior to Lyft, Tolu delivered an end-to-end capital programs and new product introduction system at Tesla, and led the first internal manufacturing system that was delivered on time and under budget at Tesla’s first Gigafactory. He holds a Master of Civil and Environmental Engineering from Rice Universi- ty, and is a registered Professional Engineer.
LYFT, Supply Programs and Sustainability Engineering 2019 - Present • Grew team while leading various programs from concept through production - providing expertise on technical, supply chain, capital risks, and resolving challenges across design and manufacturing interfaces. • Penciled profitable business model for flagship program, partnering with finance and prod- uct to optimize margin through BOM, capex and opex trade offs driving key requirements for new products across the business. • Introduced post consumer resins into new products without redesign impacts to schedule or cost-up to BOM.
TESLA, Program Delivery Lead, Global Supply Chains 2017 - 2019 • In one quarter, delivered the biggest battery deal in the world, expanding Tesla battery sup- ply beyond its single source after previous teams spent half a decade and failed - enabling energy storage and China deployments. • Built a truly cross-functional team and incubated the “Tesla Lighthouse” a capital program and new product introduction (NPI) process that resulted in timely launches of the Tesla Model Y vehicle and Gigafactory 3. • Led the first ever on-time, and under-budget program at the Tesla Gigafactory, building the heavy industry facility and equipment for the internal production of the most critical compo- nents in Model 3 battery systems.
EDUCATION Rice University, Master of Civil and Environmental Engineering Rice University, Bachelor of Civil and Environmental Engineering Rice University, Bachelor of Business Management
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 11 MATT YAU
SUSTAINABILITY ENGINEER
Matt joined Lyft in 2020 to develop Lyft’s hardware sustainability strategy, including influencing sustainable rideable design. Matt represents Lyft on the PeopleforBikes sustainability working group. Matt has over 12 years of experience in sustainability, specifically in greenhouse gas management and product sustainability. Pri- or to Lyft, Matt launched Cisco’s circular economy program for product design, including introducing closed loop materials in hardware products. Matt has also worked on validating ocean plastics supply chain for Dell Technologies and has over 8 years of experience in GHG inventories, 3rd party verification and life cycle assessments. Matt is a registered Professional Engineer and Lead GHG verifier in California and holds a Master of Environmental Management from Yale School of Environment and a Bachelor of Science in Chemical & Environmental Engineering from the Univer- sity of Southern California.
LYFT, Sustainability Engineer 2020 - Present • Improved e-bike and scooter end of life battery recycling SOPs and consolidated vendors. • Completed LCAs (currently undergoing verification) on current generation scooter and bike
CISCO, Circular Economy Manager 2018 - 2020 • Developed Cisco’s circular design strategy and created five priorities/work streams: Materi- als Selection, standardize/modularize, sustainable packaging, energy, and design for disas- sembly, repair and reuse. • Identified & qualified supplier, worked with EMS partner to source 100% closed loop plastics sourced partially from Cisco’s e-waste with 35% cost savings and displacing 30+% of Cisco’s virgin plastic usage • Led a cross-functional team to create enterprise-wide circular design principles, which were integrated into NPI commits/gates and software tools. • Launched 4 circular design public goals and developed quarterly internal and supplier KPI tracking for each • Completed 2 LCAs for servers and phones using GaBi and used results to join PAIA for streamlined LCAs
MS Hatch Consulting, Founding Partner/Project Manager 2012 - 2016 • Project Manager for 25+ GHG reporting projects across various sectors (manufacturing, utili- ties, and gov’t). Crafted cap-and-trade strategies and designed audits to ensure a seamless 3rd party verification process • Authored Environmental Impact Reports for various utility-scale solar PV installations in the Mojave Desert
EDUCATION Yale University, Master of Environmental Management University of Southern California, Bachelor of Science, Chemical & Environmental Engineering LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT 12 APPENDIX C. CITY REFERENCES
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT TRADE SECRET - PROPRIETARY CITY REFERENCES
< Contract/Project Name: Nice Ride Company/Agency: Nice Ride Minnesota and Department of Public Works Name and Title: Address: Phone: Email:
< Contract/Project Name: BIKETOWN Company/Agency: Portland Board of Transportation (PBOT) Name and Title:
Address: Phone: Email: >
< Contract/Project Name: Lyft Scooters in Miami Company/Agency: City of Miami Department of Public Works Name and Title: Address: Phone: Email: >
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT APPENDIX D. LETTERS OF SUPPORT
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT A community group dedicated to biking in Santa Monica.
Working to make the City of Santa Monica a more sustainable, bikeable place to live, work and play.
Kyle Kozar April 5, 2021 Mobility Division, Planning & Community Development Dept. City of Santa Monica 1685 Main St., Rm. 209, Santa Monica, CA 90401
Re: Shared Mobility Pilot Program Request for Applications
To Whom It May Concern:
As Director of Santa Monica Spoke and Co-Founder of the Santa Monica Safe Streets Alliance, I am writing to express support for Lyft’s application for a permit to operate shared bikes and scooters within the City of Santa Monica.
As a 501(c)3 organization Santa Monica Spoke is dedicated to our mission of improving safety for walking, biking and healthy active transportation in the City of Santa Monica. Our community based work is focused on making Santa Monica more equitable, sustainable, and a better place to live, walk, bike, work and play — for everyone.
Lyft has been a proactive and engaged partner to our organization, providing funding and support for our advocacy and programming around safe walking and biking infrastructure. Lyft also supports our organization so that are able to provide free education materials and classes on safe biking and micro-mobility in our community — and to all members of the public. Recently, we were excited to see Lyft fund a local artist to paint murals around Santa Monica that creatively communicate how to use micro-mobility safely and in a responsibly manner in a fun way that also makes our streets and our community more beautiful. During the Covid crisis Lyft continued operations, with emphasis on assuring dependable options for essential workers with free rides, plus expanding reduced cost programs for low income residents. We were pleased to see this commitment to our community and were glad to collaboratively assist with outreach and to help promote these options during these difficult, and unprecedented times. Lyft has clearly demonstrated they are invested in the Santa Monica, our community, and the success of safe, sustainable, responsible micro-mobility in the City.
Santa Monica Spoke further believes that the e-bikes and e-scooters that Lyft offers are technological competitive and an important and integrated “one app” mobility options for our community and visitors. This integration helps streamline and improve sustainability, access, equity, and mobility options in Santa Monica. We appreciate the forward thinking app integration with existing public transit and varied mobility options that facilitate 1st mile/last mile connections to local destinations without the need for a personal automobile.
Lyft has been our most authentic partner, and a responsible operator of shared mobility in the city, along with being intentional about investing in our local community through organizations like ours. We believe our community is better for their partnership. Santa Monica Spoke is happy to endorse them for a permit to continue offering these important mobility options.
Sincerely,
Cynthia Rose Director, Santa Monica Spoke
Board Members, Cont. Board Executives
Chair April 6, 2021 Becky Warren Kathy Irby Elevate Public Affairs Commercial Bank of California Kyle Kozar Past Chair Jeff Jarow Jeff Klocke Mobility Division, PAR Commercial Pacific Park on the Santa Planning & Community Development Dept. Monica Pier Dr. Kathryn Jeffery City of Santa Monica Santa Monica College Treasurer Len Lanzi 1685 Main St., Rm. 209 Iao Katagiri Stubbs, Alderton & Santa Monica, CA 90401 Iao Katagiri Consulting Markiles LLP Kim Koury Vice Chairman Re: Shared Mobility Pilot Program Request for Applications Spin PR Dave Rand Armbruster Goldsmith & Robert Kull Delvac, LLP The Lobster
Vice Chairman To Whom It May Concern: Julien Laracine Julia Ladd Proper Hospitality Santa Monica Place / Macerich As the President & CEO of the Santa Monica Chamber of Hayden Lee Hayden Lee Coaching Intl. Vice Chairman Commerce, I am writing to express our support for Lyft’s Ellis O’Connor John Loyacono MSD Hospitality LLC application for the permit to operate shared bikes and scooters Bank of America within the city of Santa Monica. Vice Chairman Susan Neisloss Peter Trinh Big Bite Productions Lanea, The Craftsman Bar & The Santa Monica Chamber of Commerce is a non-profit Kitchen Pam O’Connor organization that advocates and represents business’ interests and Vice Chairman Evan Pozarny Greg Morena issues facing the community. Lyft has been a member in good Muselli Commercial Realtors The Albright standing with our organization and the community for over three Michael Ricks Vice Chairman years. Lyft recently supported our organization by sponsoring our Providence St. John’s Health Damien Hirsch last two State of the City events, has provided speakers at our Center JW Marriott Santa Monica Le Merigot community events, and handed out helmets and bike/scooter Janet Rimicci UCLA Health etiquette pamphlets. Board Members Ali Sahabi Optimum Seismic Mert Aktar We believe that the e-bikes and e-scooters that Lyft offers offer Kite Pharma important mobility options to our community and help improve Kathy Shepard KS Consulting Judi Barker sustainability, access, mobility, and business in Santa Monica. Barker Hangar Jon Shoemaker Gumbiner Savett, Inc. Kevin Delijani Lyft has been a responsible operator of shared mobility in the city Delijani Group Heather Somaini and intentional about investing in our local community through Lionsgate Dr. Ben Drati organizations like ours and others. We endorse their application SMMUSD Frank Stephan for a permit to continue offering these important mobility options The Plaza at Santa Monica Jeffrey Fritz Coldwell Banker in our city. Nat Trives New Visions Foundation Annie Goeke Earth Rights Institute Sincerely, David Woodbury Arthur Murray Dance Center Chris Harding Harding Larmore Kutcher & Jerry L. Yu Kozal LLP Kaiser Permanente
Ryan Ole Hass Align RE | a global real estate collaboration Laurel Rosen, President/CEO
April 1, 2021
Kyle Kozar Mobility Division, Planning & Community Development Dept. City of Santa Monica 1685 Main St., Rm. 209 Santa Monica, CA 90401
Re. Shared Mobility Pilot Program Request for Applications
To Whom It May Concern: As UCLA’s Director of Mobility Planning & Traffic Systems, I am writing to express our support for Lyft’s application for the permit to operate shared bikes and scooters within the city of Santa Monica. Lyft is one of only two scooter operators selected in a competitive permitting process in 2019 to operate on at UCLA. We have been impressed with the cooperation that Lyft Bikes & Scooters has shown during our nearly two years working with them. Lyft has gone above and beyond to become part of the UCLA community, promote safety, serve the community during COVID, and run a highly compliant operation. Examples of Lyft’s dedication to UCLA are: ● Safety events: Holding five safety events on and around campus during the 2019-20 school year to hand out helmets, teach safe riding techniques, and answer questions ● Scooter incentive zones and geofencing: Immediately after launching, Lyft added slow zones, no ride zones, and no parking zones, in addition to proactively incentivizing parking at scooter corrals throughout campus ● High-touch operation: Lyft is very responsive, and regularly has Field Associates on campus to help keep its devices organized; Lyft works hand-in-hand with UCLA Transportation to iterate and continuously improve its service ● Critical Worker Free Rides: At the beginning of COVID, Lyft proactively partnered with UCLA Health to deploy scooters around UCLA Health’s Santa Monica and Westwood locations, in addition to providing free rides to our critical healthcare workers. Lyft has been a responsible operator of shared mobility at UCLA, and we highly recommend that you select Lyft to continue providing bikes and scooters in the City of Santa Monica. Furthermore, Lyft’s bikes and scooters provide a critical transportation option our staff, students, and healthcare workers who commute regularly between Santa Monica and Westwood. Sincerely,
David J. Karwaski Director, Mobility Planning & Traffic Systems UCLA Transportation
APPENDIX E. CALIFORNIA VEHICLE CODE CERTIFICATES
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT SAFETY AND COMPLIANCE TESTING FOR LYFT INC.
Tested Sample(s) : E-Bike Brand : Lyft Model : Watson Color : Black Size : 26” Stock / Model Number : Not Specified Country of Origin : Taiwan Age Grading : Not Specified Children’s Product : No
Prepared For:
Lyft Inc. 185 Berry Street, #5000 San Francisco, CA 94107
Issue Date: 22 May 2019
Final Report: 1126.02451
This document shall not be reproduced except in full without written approval from ACT Lab LLC.
This laboratory is accredited in accordance with the recognized International Standard ISO/IEC 17025:2005. This accreditation demonstrates technical competence for a defined scope and the operation of a laboratory quality management system (refer joint ISO-ILAC-IAF Communiqué dated January 2009.) The Joint Communiqué is available on publications and resources page of the ILAC website at http://www.ilac.org. Accreditation listing and certificate can be found at http://www.iasonline.org.
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CONCLUSION
(1126.02451) – Lyft, Bicycle Watson (Black)
Purpose of Test - Result Comment Each test performed is intended to check compliance with the following:
California Vehicle Code 21201 - (d) Operations of Bicycles during Darkness C
President,
John A. Bogler
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SAMPLE IDENTIFICATION (BICYCLE)
Brand: Lyft Job No.: 1126.00003 Model: Watson Sample ID: 1126.00003.003 SOURCE SOLUTIONS Manufacturer: Type: E-Bike INTERNATIONAL LTD. Model No.: Not Specified Material: Not Specified Stock No.: Not Specified Size: 26” UPC: Not Specified Color(s): Black Serial No.: 05M19030338 Weight (kg): 31.12 Serial No.: Serial No. Listed Above Country of Origin: Taiwan
1126.00003.003 – Watson (Black)
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SAMPLE IDENTIFICATION (HEADLIGHT/TAILLIGHT)
Brand: Lyft Job No.: 1126.02451 Model: See Table Below Sample ID: See Table Below Manufacturer: Source Solutions Type: See Table Below Model No.: Not Specified Material: Not Specified Stock No.: Not Specified Size: Not Specified UPC: Not Specified Color(s): See Table Below Serial No.: Not Specified Weight (g): See Table Below Serial No.: Not Specified Country of Origin: Taiwan
Sample ID Type Model Color Weight (g) 1126.02451.001 Front Headlight HL09 XE White 0.0454 1126.02451.002 Front Headlight HL09 XE White 0.0454 1126.02451.003 Taillight 88-0000026-rev02 Red 0.0416 1126.02451.004 Taillight 88-0000026-rev02 Red 0.0416
1126.02451.001-.002 – Front Headlight (White)
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1126.02451.003-.004 – Taillight (Red)
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DATE AND PLACE OF TEST Sample(s) received on : 22 March 2019 Testing was initiated on : 08 May 2019 Testing was completed on : 08 May 2019 Testing was performed at : ACT Lab LLC Long Beach, CA
TEST METHODS Method for each test conducted is as follows: • California Vehicle Code (d) performed by ACT Lab in-house test methods. • Watson bike used to conduct California Vehicle Code testing.
TEST RESULTS
C: Compliant; Product meets specified standard ND: None Detected NC: Non-Compliant; Product does not meet IC: Inconclusive specified standard NT: Not Tested NA: Not Applicable to this design FTR: Further Testing Recommended NR: Not Requested by the Applicant PPM: Parts Per Million NP: Not Present *: See Comments
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California Vehicle Code 21201
California Vehicle Code 21201 (d) Operations of Bicycles during Darkness
Observations Ref. # Test Description Result and Notes
CALIFORNIA VEHICLE CODE REQUIREMENTS
A bicycle operated during darkness upon a highway, a sidewalk where bicycle operation is not prohibited by the local jurisdiction, or (d) a bikeway, as defined in Section 890.4 of the Streets and Highways Code, shall be equipped with all of the following:
A lamp emitting a white light that, while the bicycle is in motion, illuminates the highway, sidewalk, or (1) bikeway in front of the bicyclist and is visible from a distance of 300 feet in front and from the sides of C the bicycle.
A red reflector or a solid or flashing red light with a built-in reflector on the rear that shall be visible (2) from a distance of 500 feet to the rear when directly in front of lawful upper beams of headlamps on a C motor vehicle.
A white or yellow reflector on each pedal, shoe, or ankle visible from the front and rear of the bicycle (3) C from a distance of 200 feet.
A white or yellow reflector on each side forward of the center of the bicycle, and a white or red (4) reflector on each side to the rear of the center of the bicycle, except that bicycles that are equipped C with reflectorized tires on the front and the rear need not be equipped with these side reflectors.
*************************************************************************************************************** END OF REPORT
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报告编号 Report No.：NCZ-Lyft2.0-1909-037-2119
Test Report
样 品 名 称 Lyft2.0 Name of Sample
试 验 项 目 CVC Requirement T e s t I t e m 纳恩博（常州）科技有限公司 送 检 单 位 Ninebot Ltd. (Changzhou) 常州市武进区常武 中路 18 号常州科教城创研港 3 号楼 A 座 16、17 层 Floor 16 and 17, A p p l i c a n t Block A, Building 3, R&D Hub, Changzhou Science and Education Town, No.18 Changwu Middle Road, Wujin District, Changzhou City, Jiangsu Province, China.
送 检 单 位 类 别 □制造商 Manufacturer □供应商 Supplier Type of Applicant □采购商 Purchaser □其他 Others
Ninebot Ltd. (Changzhou) - R&D Quality Dept.
报告编号 Report No.：NCZ-Lyft2.0-1909-037-2119
试 验 报 告 Test Report
样品名称 Lyft2.0 Name of Sample
规格型号 检验数量 Lyft2.0 1 Spec. & Model Qty. of Sample
生产单位 纳恩博（常州）科技有限公司 Manufacturer
样品状态描述 □DVT □T0 □T1 □T2 □量产 Mass Production ■其他 Other Desc. of Sample 描述 Desc.：1.FW MP version. 2. Headlight MP version. 3. Side reflective stickers MP version. 4. Fender—add two reflective stickers
试验标准 CVC 21223 & 21235 Test Standard
试验项目 1. Brake skid 2. Headlight 3 Fender reflective stickers 4. Side Reflective Test Item stickers
试验结论 Meet Requirements 盖章 Stamp： Test Conclusion
试验目的 CVC requirement Test Objective
备注 测试申请部门：Engineering ，申请人：Gao xiaolei, Liu Zhenhua Note
职务 Title：测试员 职务 Title：测试工程师 职务 Title：测试工程师 编写 审核 批准
Prepared 签名 Sig.：周俊 Reviewed 签名 Sig.：徐宁 Approved 签名 Sig.：张珊珊 by by by 日期 Date：2019.09.12 日期 Date：2019. 09.13 日期 Date：2019. 09.13
报告编号 Report No.：NCZ-Lyft2.0-1909-037-2119
试验依据及要求 Test Basis and Requirements 表 1 测试列表 Tab. 1 Test List 测试项目 测试标准 测试员 测试完成日期 Test Item Test Standard Tester Completion date CVC Requirement CVC 21223 & 21235 周俊 2019.09.12
试验设备 Test Equipment
表 2 设备清单 Tab. 2 Equipment List 设备名称 设备型号 设备参数 数量 次校日期 Equipment Equipment model Equipment parameters Qty. Calibration Expired Date 相机 Caramer - - 1 - 卷尺 tapeline - 1 -
试验环境 Test Temperature & Humidity
环境描述：温度：25℃；湿度：53%
报告编号 Report No.：NCZ-Lyft2.0-1909-037-2119
试验结果 Test Result
Item Test method Test requirement
Confirm the following behavior: When a strong Brake that will enable the operator to braking force is applied by the user at an make a braked wheel skid on dry, level, adequate speed, one or both of the scooter A clean pavement. - Test condition: dry, wheels will lock and skid on the surface as the level, clean asphalt (public road or vehicle comes to a stop. This should be parking lot) confirmed by visual review of a video taken during the skid.
结论 Conclusion A Meet Requirements (Video No.1909-037-2119)
Item Test method Test requirement
Front light that emits a white light which, while the powered scooter is in motion, illuminates the highway in front of the Visual inspection in dark ambient conditions B operator and is visible from a distance of (nighttime) 300 feet in front and from the sides of the powered scooter.
结论 Conclusion B Meet Requirements
报告编号 Report No.：NCZ-Lyft2.0-1909-037-2119
Item Test method Test requirement
A red reflector on the rear that is visible from a distance of 500 feet to the rear Test this with a vehicle with headlights on, in dark C when directly in front of lawful upper ambient conditions (nighttime) beams of headlamps on a motor vehicle.
结论 Conclusion C Meet Requirements
Item Test method Test requirement
A white or yellow reflector on each side visible from the front and rear of the D Visual inspection, nighttime motorized scooter from a distance of 200 feet
结论 Conclusion D Meet Requirements
APPENDIX F. ADMINISTRATIVE REGULATIONS
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT APPENDIX F: ADMINISTRATIVE REQUIREMENTS
Administrative Requirement Section 3.1: Schedule and Duration
Requirement How Lyft meets Requirements
The Second Pilot Program will last approximately 24 Lyft fully agrees with the proposed timeline put forth by the City of Santa Monica. months, with possible amendments to Santa Monica Municipal Code (SMMC) Section 3.22 and these Administrative Regulations during the term of the Second Pilot Program.
Administrative Requirement Section 3.2: Partnership and Communications between City and Operator
Requirement How Lyft meets Requirements
Each Operator must assign a program liaison for the Lyft has assigned David Fairbank as program liaison for this second phase of the pilot. David duration of the Second Pilot Program and supply the Fairbank will be available to the City 24/7. City with that person’s contact information at the pilot launch.
Each Operator must submit an organizational chart of We have shared an organization chart of the operator’s team in section [2.A-2, 2.A-3] of the the Operator’s team including at minimum the city permit application. David Fairbank will act as city liaison and decision maker. Alex Quoyeser liaison, decision maker, operations manager, will act as operations manager. Jordan Levine will be the communications lead and Frank communications lead, and technology lead. Contact Hebbert will act as technology lead. Lyft will provide contact information for each individual information must be included for each position. upon permit award.
The assigned liaison must be available to promptly Lyft has assigned David Fairbank as program liaison for this second phase of the pilot. David respond to City staf during the hours 7am-10pm daily. Fairbank will be available to the City 24/7. The liaison may identify an of-hours alternate, or reassignment with at least 5 days notice to the City.
1 Administrative Requirement Section 3.3: Program Scope and Scale
Requirement How Lyft meets Requirements
Once a notice to proceed is given, selected Operators As one of two existing operators in Santa Monica with well over 50 devices in the feld must begin operations of a minimum of 50 devices today, we are confdent in our ability to deliver 50 devices within the frst 30 days. within 30 days. Operators may be subject to permit suspension of revocation for failure to launch the minimum feet within the 30-day window.
Operators must maintain a daily average availability Lyft commits to maintain a daily average availability (“DAA”) of no more than 10% over our (“DAA”) of no more than 10% over their permitted permitted allocation, and has proven strong compliance to the feet cap over the past 2.5 allocation. years of the initial permit program. See Appendix A for evidence of Lyft’s compliance record in Santa Monica. Lyft uses dashboards, queries and operational tools to see how many devices are available in any defned area of a period of time. We use these various tools to ensure we are compliant with DAA as outlined by the City.
At the launch of the Second Pilot Program, selected Lyft will continue to only ever operate the permitted number of scooters and bikes in Santa Operators may deploy shared mobility devices as Monica, based on the City of Santa Monica’s recommendation in the Final Administration outlined in the Chief Mobility Ofcer’s Final Decision. Appendix A provides evidence of compliance. Administrative Decision. Operators may be approved to operate multiple device types. Device allocation across multiple device types will be outlined in the Final Administrative Decision.
Operators can only deploy devices that are expressly Lyft can adjust our feet mix of both bikes and scooters, and deployment strategy based on part of their proposal or otherwise approved by the recommendation from the City of Santa Monica. City.
An Operator may make adjustments to feet allocation Lyft acknowledges that we can only adjust our feet mix and deployment strategy based on across device types upon request to and approval by approval from the City of Santa Monica. the City.
The City will verify data provided to the City via the Lyft will continue to comply with MDS requirements and provide the necessary data as Mobility Data Specifcation (“MDS”) API. requested by the City, as mentioned in Section 11 of the permit application.
The City will consider allowing feet size increases only Lyft will continue to comply with feet increases and decreases as permitted or requested
2 to the point where the estimated number of devices by the City. and utilization consistently meets, but does not fall below, the MUR of four (4) TPD for a timeframe of at least one week.
The City will post on the City’s website a justifcation Lyft will work with the City of Santa Monica to action any approved feet changes as and fnal decision for the feet cap adjustments, and published on the City’s websites within 14 days of receiving the request. Notices to Proceed to operators within 14 days of receiving any requests.
On a monthly basis the City will review operator Lyft acknowledges that the City will review operator utilization rates to determine if the MUR utilization rates to determine if the MUR is met. is met.
If utilization is below the MUR, the City may direct Lyft will comply with feet increases and decreases as permitted or requested by the City. Operators to reduce their feet size such that the estimated number of devices and utilization meets the MUR.
Operators must comply with required feet reductions Lyft acknowledges we will need to comply with feet decreases within 7 days of request within 7 days. from the City.
Annual Per Device fee must be paid for each added Lyft has been operating in Santa Monica and has a track record of paying all fees on time. device prior to deployment. Annual Per Device fees for Lyft will pay all operating fees as outlined. additional Devices will be prorated based upon the schedule below.
Administrative Requirement Section 3.4: Permitting Fees
Requirement How Lyft meets Requirements
Selected Operators must pay an Annual Operator Fee Lyft will pay all operating fees as outlined. Lyft will pay monthly invoices within 15 days from for participation in the Second Pilot Program of the date of invoice. $20,000 per year (which must be paid in full in advance for each year), as well as an Annual Device Fee of $104 per device per year for each of its shared mobility devices, which will be prorated and billed
3 monthly.
Pursuant to Council Resolution 11134 adopted on Lyft will pay all operating fees as outlined. August 28, 2018, operators must pay per-ride fee of $0.20/ride.
Operators must be in compliance and in good standing Lyft will provide the City with an annual audit of fees paid. Lyft can provide evidence of with payments of taxes, assessments, fees and Good Standing upon request. citations throughout the duration of the program or their permit may be suspended or revoked. The City reserves the right to amend these fees.
Administrative Requirement Section 3.5: Contingency Plan
Requirement How Lyft meets Requirements
In the event an Operator is no longer willing or able to In the event that Lyft desires to cease operation in Santa Monica, we will provide the City operate within the City, the Operator must provide the with 45 days notice. City with written notice of a specifc termination date, at least 45 days in advance of it ceasing operations in the City.
Once the Operator ceases operations, it must Upon ceasing operation, Lyft would remove all devices from the public realm and surrender immediately surrender its permits to the City, and any active permits. remove all of its devices and associated equipment from the public right-of-way and private properties immediately.
Administrative Requirement Section 3.6: Maintenance of Insurance, Indemnifcation and Permits
Requirement How Lyft meets Requirements
Operators are required to obtain and maintain the Lyft will continue to hold valid insurance and indemnifcation agreements with the City of following during the Second Pilot Program: Valid Santa Monica. We are able to provide evidence of these agreements upon request from the Insurance and Indemnifcation Agreement with the City.
4 City of Santa Monica as set forth in Exhibit A.
Operators are required to obtain and maintain the Lyft will hold a valid operator’s permit with the City of Santa Monica. We are able to provide following during the Second Pilot Program: Valid evidence of this permit upon request from the City. Operator's Permit
Administrative Requirement Section 3.7: User Release
Requirement How Lyft meets Requirements
Operators must include release language, consistent Lyft already includes release language, consistent with the suggested language provided by with the language below, in their system’s user sign-up the City, in our user sign-up process. Each rider registered in the system afrmatively checks process, and each rider registered in the system must a box within the application notating consent to the release. afrmatively sign or check a box within the application notating consent to the release. Operators may be subject to permit suspension or revocation for failure to comply with this requirement.
Administrative Requirement Section 3.8: Compliance with Applicable Laws
Requirement How Lyft meets Requirements
Operators must abide by all otherwise applicable Lyft will continue to operate in compliance with applicable federal, state, and local laws. federal, state, and local laws.
Administrative Requirement Section 4.1: Device Categorization
Requirement How Lyft meets Requirements
Devices must comply with all applicable federal, state, Lyft will continue to operate in compliance with applicable federal, state, and local and local laws. laws—including Santa Monica’s defnition of Shared Mobility Devices.
Devices deployed in the City must meet the defnition Lyft will continue to deploy only devices that are compliant with Section 2 of the Regulations of a Shared Mobility Device as defned in Section 2 of and Section 3.22.020(g) of the Ordinance as described in Section 3.B of the permit
5 the Regulations and Section 3.22.020(g) of the application. Ordinance.
Operators must provide evidence that electric-assist Lyft will provide evidence that demonstrates compliance with California Vehicle Code bicycles meet the California Vehicle Code requirements for bicycles and electric-bicycles, and all standards established in CVC section requirements for bicycles and electric-bicycles, and all 21201, including for lighting during operation in darkness. Evidence is provided in Section 3.B standards established in CVC section 21201, including and Appendix E of the permit application. for lighting during operation in darkness.
Operators must provide evidence that electric-assist Lyft will provide evidence that electric-assist bicycles are categorized as "Class 1" or "Class 2" bicycles are categorized as "Class 1" or "Class 2" electric bicycles only, as defned in California Vehicle Code (CVC) Section 312.5 in Section electric bicycles only, as defned in California Vehicle 3.B and Appendix E of the permit application. Code (CVC) Section 312.5.
Operators must provide evidence that motorized Lyft will provide evidence that motorized shared mobility scooters meet the defnition of shared mobility scooters meet the defnition of scooters within the California Vehicle Code, and that the scooters comply with and come scooters within the California Vehicle Code, and that within the meaning of devices defned in CVC Section 407.5(a) CVC and meet specifcations the scooters comply with and come within the set forth in CVC Sections 21220 – 21235. This includes but is not limited to specifcations for meaning of devices defned in CVC Section 407.5(a) brakes, refectors, and lighting, and all other federal, state, and local requirements applicable CVC and must meet specifcations set forth in CVC to safe operation of motorized scooters as described in Section 3.B and Appendix E of the Sections 21220 – 21235, including but not limited to permit application. specifcations for brakes, refectors, and lighting, and all other federal, state, and local requirements applicable to safe operation of motorized scooters.
Administrative Requirement Section 4.2: Device Specifcation
Requirement How Lyft meets Requirements
Display a unique vehicle ID number in 48-point font Lyft will continue to display unique vehicle ID numbers and keep records associated with in a location approved by the City. The identifcation each unique device in compliance with City regulations. This unique ID is tracked and linked number must be correlated with operator records to Lyft’s operations records. For permit launch, July 1st 2021, Lyft will ensure decals comply sufcient to identify the unique device and records with the 48-point font. associated with the device.
6 Contain durable hand-activated brakes. Lyft will continue to operate only vehicles that have durable hand-activated brakes.
Contain front light that emits white light visible from a Lyft will continue to operate only vehicles that contain front lights that emit white light visible distance of 300 feet. from a distance of 300 feet as described in Section 3.B of the permit application.
Contain rear light that emits red light visible from a Lyft will continue to operate only vehicles that contain rear light that emits red light visible distance of 500 feet. from a distance of 500 feet as described in Section 3.B of the permit application.
Contain a warning bell. Lyft will continue to operate only vehicles that contain a warning bell, as described in Section 3.B of the permit application.
Display 24/7 customer service/ complaint hotline Lyft will continue to display 24/7 customer service/ complaint hotline contact information contact information number in 48-point font or number in a location approved by the City, as described in Section 3.B of the permit greater in a location approved by the City. application. For permit launch, July 1st 2021, Lyft will ensure decals comply with the 48-point font.
Govern the maximum speed of 15mph or less for Lyft will continue to govern the maximum speed of 15mph or less for scooters, and 20mph for scooters, and 20mph for e-bikes. ebikes as mentioned in Section 3.B of the permit application.
Display the safety information listed below in Lyft will continue to display the safety information listed below in a device location that is 32-point font or greater in a location that is clearly clearly visible by the user and approved by the City. Evidence of these decals is provided in visible by the user and approved by the City. (Class Section 3.D of the permit application. For permit launch, July 1st 2021, Lyft will ensure decals C) 1) No Sidewalk Riding; 2) No Riding Under the comply with the 32-point font. Infuence; 3) Helmet Recommended 1. No Sidewalk Riding 2. No Riding Under the Infuence 3. Helmet Recommended
Administrative Requirement Section 4.3: Device Technology and System Design
Requirement How Lyft meets Requirements
Devices must contain the necessary technology to Lyft currently meets all GBFS and MDS requirements as mentioned in Section 11 of the permit provide location tracking and ensure compliance application. with the MDS and GBFS requirements of Sections 4.9.1 and 4.9.2 below.
Operators of shared scooter systems must Our systems require riders to scan driver’s licenses, and will revalidate rider age every three
7 implement a driver’s license validation system to months as mentioned in Sections 7.C and 8.B-6 of the permit application. ensure compliance with California State law. The system must include re-validation of each user’s driver’s license once every 3 months.
Devices must be capable of location-based speed Lyft’s permit application includes details about how Lyft meets geo-fencing capabilities in regulation, deactivation, and parking restriction using Section 3.D-2, sustainable operations in Section 6, and interoperability in Section 3.G. geo-fencing technology.
Devices must be deactivated or motor speed Lyft devices will continue to be deactivated or motor speed reduced to 1 mph in the areas reduced to 1 mph in the following areas: Beach Path, listed as described in Section 3.D of the permit application. Promenade, Ocean Front Walk, Pier and Pier Bridge, and all City public parks.
The City will provide a map of prohibited riding Lyft will continue to prohibit riding in locations specifed by the City as demonstrated in locations to the Operators, which they must include Section 3.D of the permit application. in their mobile apps.
Upon entering a prohibited riding area, Operators Lyft will continue to notify users who enter prohibited riding areas with in-app messaging of must notify users with in-app messaging of the the prohibition and encourage compliance with the rules as described in Section 3.D of the prohibition and encourage compliance with the rules. permit application.
The City may require speed reduction and Lyft will continue to implement location-based speed reduction and deactivation strategies in deactivation in other areas for special events and designated areas of the City in accordance with City direction as detailed in Section 3.D of emergencies. Operators must implement the permit application. location-based speed reduction and deactivation strategies in designated areas of the City in accordance with City direction.
Operators must prevent devices from being ridden Lyft will undertake eforts to prevent devices from being ridden on sidewalks as stated in on sidewalks. It is preferred that operators deploy Sections 3.D and 7.A of the permit application. devices that are able to detect and deactivate the device when it is being ridden on the sidewalk.
Devices must have GPS equipment that provides the Lyft will continue to operate devices that have GPS equipment that provides the locational locational accuracy needed to virtually designate a accuracy needed to virtually designate a "drop zone” system for device parking as "drop zone” system for device parking. demonstrated in Section 3.D of the permit application.
8 Operators must include designated drop zone Lyft will continue to include designated drop / parking zone locations in our mobile app as locations in their mobile apps. mentioned in Section 3.D of the permit application.
Operators must incentivize users to return devices to Lyft will continue to incentivize users to return devices to predesignated deployment drop predesignated deployment drop zones by providing zones by providing a $1 discount to users that end that ride in a drop zone as mentioned in a $1 discount from the current ride to users that end Sections 3.D, 5.B, 7.B, and 9.B of the permit application. that ride in a drop zone.
Operators should create systems that maximize Lyft will continue to create systems that encourage users to park in appropriate locations as behavior of users to park in appropriate locations, described in sections 3.D, 5.B, 7.B, and 9.B of the permit application. including parking confrmation photo verifcation systems, parking rating, parking reporting systems, education/information, and incentives, and could include penalties.
Operators must restrict a user’s ability to end their Lyft will continue to restrict a user’s ability to end their current trip in prohibited parking areas current trip in prohibited parking areas. as described in sections 3.D, 5.B, 7.B, and 9.B of the permit application.
Within 6 months of launch Operators must submit a Lyft will submit a life cycle analysis (LCA) for all approved devices within 6 months of launch life cycle analysis (LCA) for all approved devices, similar to the analysis described in Section 6 of the permit application.
If an Operator is approved by the City to introduce a If the City approves Lyft to introduce a new device to our feet, we will comply with all LCA new device model into Santa Monica, the Operator requirements set forth by the City. must submit a new LCA within 6 months of launching the new device model.
Operators must work in a cooperative manner with Lyft will continue working in a cooperative manner with existing and emerging multimodal existing and emerging multi modal transportation transportation systems, such as Big Blue Bus, in accordance with guidelines set forth by the systems. This includes ensuring devices do not City. cause blockages or hazards in or around transit stations or stops, or in other bike share system stations.
It is preferred that Operators integrate other non-car Lyft has a long-lasting relationship with Big Blue Bus as the current operator for their MODE other transportation systems (such as Big Blue Bus, program, as described in Section 8.B of the permit application. We will continue to work Metro busses and trains, other bike share services, collaboratively with the City and agency to ensure our ofering supports their larger mode shift and other permitted shared micro-mobility services
9 into their mobile apps in order to improve the eforts. Lyft currently provides real-time transit trip planning in app, surfacing Big Blue Bus’ complete trip routing experience for users without transit network to all riders on every journey. navigating through multiple apps.
Operators must include the City of Santa Monica’s Lyft already identifes Santa Monica’s existing bike infrastructure (including parking zones, including existing bike infrastructure maps in their Breeze Bike Share stations, bike lanes, and slow streets) in the app as mentioned in Section mobile apps for enhanced user navigation. 3.D of the permit application.
Administrative Requirement Section 4.4: Maintenance
Requirement How Lyft meets Requirements
Operators must provide their system maintenance Lyft has a robust maintenance and operations plan, built through years of experience, to plan to the City prior to beginning operations. ensure our devices are in good working order for the public to enjoy as described in Section 4 of the permit application.
Operators must notify the City of maintenance plan Lyft will notify the City of maintenance plan changes in writing and provide updated changes in writing and provide updated maintenance maintenance plans upon request by the City. plans upon request by the City.
Maintenance plans must include, but are not limited Lyft’s current maintenance plan includes 1) Description of staf quantities, employment type, to the following elements: 1) Description of staf training procedures, 2) Description of maintenance activities, frequency, and location, 3) quantities, employment type, training procedures, 2) Frequency of device inspection for wear and tear, and stress-based damage, 4) Description Description of maintenance activities, frequency, and of battery charging, replacement, and recycling procedures, as described in Section 4 of the location, 3) Frequency of device inspection for wear permit application. and tear, and stress-based damage, 4) Description of battery charging, replacement, and recycling procedures.
Devices that are not operable must be removed from Lyft removes all non-operable devices from the system, frst by disabling the device for hire, the public right-of-way promptly, including, but not and second by retrieving the device and returning it to the warehouse for inspection and limited to, inoperability due to insufcient battery repair. power, communications failure, or other systems and software failures.
Inoperable devices, or any device that is not safe to Lyft will remove inoperable devices or any device that is not safe to operate from the public,
10 operate, shall be made unavailable to the public and and will remove the devices within 1 hour of notifcation from the City or customers. removed within 1 hours of notifcation.
Operators must keep a record of all maintenance Lyft’s maintenance systems, performed for each device, which is made available to the City upon request. .
Administrative Requirement Section 4.5: Deployment and System Operations Distribution
Requirement How Lyft meets Requirements
Prior to beginning operations, Operators must Lyft will provide a deployment plan to the City in advance of the new permit period beginning. provide their system deployment and redistribution Lyft’s feet of redistribution vehicles rely heavily on electric assist trikes, as described in plan with the City, which must include, but is not Section 5.A of the main permit application. limited to, information about the type of workforce employed, stafng levels, general rebalancing schedules, and type of vehicles used for redistribution. 1) It is preferred that operators utilize a redistribution feet primarily comprised of low-emission or electric vehicles, such as electric tricycles.
Operators must provide staf or other contracted Lyft will provide W-2 staf to constantly rebalance the distribution of devices throughout the services to constantly rebalance the distribution of day as described in Section 5.B of the permit application devices throughout the day.
Operators must maintain a DAA of devices in each Lyft’s 24/7 staf is available around the clock, and monitors the various “quota areas” deployment zone according to the table below. throughout Santa Monica to ensure that we are rebalancing and redistributing ebikes and scooters as needed.
Operators must deploy staf teams between the Lyft’s 24/7 W-2 staf patrol Santa Monica throughout the day and night ensuring our devices hours of 7 am – 10 pm daily to address feld meet parking standards (being upright, ADA compliance, etc). conditions including, but not limited to, inappropriate parking, excessive sidewalk clutter, devices knocked over, unsafe conditions, and blocked passageways.
11 Operators must secure approval from private If Lyft deploys vehicles to private property, we only do so with prior authorization and written property owners for all use of private property. confrmation from the land owner. We can provide a list of private property partners upon Operators are responsible for resolving all shared request. mobility device issues with private property owners. A list of use of private property approvals, including private property owner contact information, must be provided to the City upon request.
Devices must be upright when deployed (Class C), or Lyft will continue to ensure that all devices are deployed upright, as described in Sections parked by a user (Class A). 3.D, 5.B, 6.A, and 10.B.
Devices must be deployed in designated drop zone Lyft will continue to deploy devices in compliance with parking laws and regulations as areas or on the part of the sidewalk adjacent to the described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are roadway curb (so long as 48-inches of pedestrian all trained to follow Santa Monica’s parking guidance as outlined in the Administrative clear zone is maintained), at a public bike rack, or Regulations. other locations consistent with the local laws and regulations.
Devices must not be deployed within 18 inches from Lyft will continue to deploy devices in compliance with parking laws and regulations as the face of the curb. described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are all trained to follow Santa Monica’s parking guidance as outlined in the Administrative Regulations.
Devices must not be deployed within: Ocean Front Lyft will continue to deploy devices in compliance with parking laws and regulations as Walk, the beach or beach bike-path, beach parking described in Sections 3.D and 5.B of the permit application—including no drop zones defned lots, Third Street Promenade, the Pier or Pier Bridge, by the City. Lyft’s operational associates are all trained to follow Santa Monica’s parking public parks, and the waiting, loading and unloading guidance as outlined in the Administrative Regulations. areas of transit stops.
Unless at a bike rack or designated location, devices Lyft will continue to ensure that devices in compliance with parking laws and regulations as should not be parked by users on, or within: Ocean described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are Front Walk, the beach or beach bike-path, beach all trained to follow Santa Monica’s parking guidance as outlined in the Administrative parking lots, public parking facilities, Third Street Regulations. Promenade, the Pier or Pier Bridge, Palisades Park, public parks or the waiting, loading and unloading areas of transit stops.
12 Devices must not be deployed in a manner that Lyft will continue to deploy devices in compliance with parking laws and regulations as violates ADA accessibility requirements or impedes described in Sections 3.D and 5.B of the permit application—including ADA requirements. ADA access, including blocking crosswalks or Lyft’s operational associates are all trained to follow Santa Monica’s parking guidance as crosswalk activation buttons. outlined in the Administrative Regulations.
No device shall be parked in one location for more Lyft will continue to ensure that devices in compliance with parking laws and regulations as than forty-eight hours. described in Sections 3.D and 5.B of the permit application. Lyft’s 24/7 operational associates are all trained to follow Santa Monica’s parking guidance as outlined in the Administrative Regulations.
Any device that is parked incorrectly shall be Our locally based and full-time team will continue to ensure that devices are parked in re-parked or removed by the operator within 1 hour compliance with parking laws and regulations as described in Sections 3.D and 5.B of the of receiving notice between the hours of 7am and 10 permit application, and we will respond to any notices within 1 hour. pm daily.
Devices must not be deployed within 48 inches of Lyft will continue to deploy devices in compliance with parking laws and regulations as parking meters. described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are all trained to follow Santa Monica’s parking guidance as outlined in the Administrative Regulations.
Devices must not be deployed within 36 inches of Lyft will continue to deploy devices in compliance with parking laws and regulations as fre hydrants. described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are all trained to follow Santa Monica’s parking guidance as outlined in the Administrative Regulations.
Devices must not be deployed on the sidewalk Lyft will continue to deploy devices in compliance with parking laws and regulations as adjacent to passenger loading zones (white curb), or described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are commercial loading zones (yellow curb). all trained to follow Santa Monica’s parking guidance as outlined in the Administrative Regulations.
Devices must not be deployed on sidewalks or Lyft will continue to deploy devices in compliance with parking laws and regulations as streets with more than a 5% grade incline. described in Sections 3.D and 5.B of the permit application. Lyft’s operational associates are all trained to follow Santa Monica’s parking guidance as outlined in the Administrative Regulations.
Devices must not be deployed in groups with a All staf are trained on Santa Monica’s requirements and have been meeting these exact combined length of greater than 15 feet, when parking standards for the past 2.5 years.
13 immediately adjacent to one another. At least 20 feet must be left clear of device groupings along the same block face.
Devices parked immediately adjacent to or within a We acknowledge that improper parking could lead to devices being impounded pursuant to transit stop, immediate waiting/loading/unloading SMMC Chapter 3.22. zone, loading zone, accessible parking zone or other facilities specifcally designated for handicap accessibility, fre hydrant, curb ramp, entryway, driveway, or parklet, can be considered an immediate hazard or obstruction and are subject to impoundment pursuant to SMMC Chapter 3.22.
Administrative Requirement Section 4.6: Engagement, Outreach, and Education
Requirement How Lyft meets Requirements
Operators must educate users about safety, and Lyft proactively engages with the local Santa Monica community to protect the safety of riding rules and etiquette at the time of sign-up. customers and all roadway users. In [8.B] of the permit application, we outline how we invest Messages must include, but are not limited to: 1) Must in Santa Monica as an engaged City partner, and educate riders about road rules. wear helmets when legally required and should wear helmets when not, 2) Sidewalk riding is prohibited, 3) Park in appropriate locations including designated drop zones, 4) Riding Age Restrictions, 5) Ride one person per device, 6) Obey the rules of the road,7) Yielding to Pedestrians, 8) How to report an issue, 9) Riding under the infuence
Operators must educate users about safety, and Lyft’s in-app education includes safety information to riders at the time of sign-up, in addition riding rules and etiquette at the time of each rental. to the time of rental. Reminders inform customers not to ride on the sidewalk, and that Each rental messaging must be engaging, easy to operating a shared scooter under the infuence of drugs or alcohol is against the law—in understand, and require interactive addition to other required topics outlined by the City. This language is approved by City staf. acknowledgement or confrmation by the user, such as a “rules quiz” or yes or no questions. In-app messaging must be approved by City Staf.
14 Operator must educate customers on how to Lyft’s in-app messaging provides safe parking information to riders at the time of sign-up, in appropriately park devices at the time of each rental addition to the time of rental. Reminders inform how and where to park appropriately. Section through in-app or audio messaging. Messages 3.D of the permit application describes how Lyft actively reviews improper parking and should inform users that improper parking puts educates identifed users to improve their parking compliance. others at risk. Operators should develop systems to review and link users to violations.
Software and mobile apps must regularly inform and We regularly provide safe riding information to riders at the time of sign-up, and at the time of educate users when they have ridden into prohibited rental. We send real-time notifcations when a user is riding in a No Riding or No Parking riding areas such as Ocean Front Walk, the Beach zone, such as those listed here by the City. See Section 7 for further details about how we Bike Path, the beach or beach bike-path, beach enforce safe riding principles. parking lots, public parking facilities, Third Street Promenade, the Pier or Pier Bridge, Palisades Park, public parks, and staying of of sidewalks.
Operators must inform their users about special We regularly provide in-app notifcations to users about special events, operational changes, events, operational changes, or scheduled and and SMPD education / enforcement events. We will continue to support the City with these publicly announced Santa Monica Police Department activities. (SMPD) education/enforcement actions through the mobile app. Special Event and Enforcement Action information will be provided to the Operators by the City.
Operators must inform their users that operating We provide safety information to riders at the time of sign-up, in addition to the time of rental. shared mobility devices under the infuence of drugs Reminders inform customers that operating a shared scooter under the infuence of drugs or or alcohol is against the law. alcohol is against the law. This reminder is also surfaced during Friday and Saturday evenings.
Operators must regularly deploy ambassadors and/or Lyft deploys program ambassadors throughout Santa Monica educating riders about proper street teams to inform users on safety and parking and riding behavior. Ambassadors can be easily identifed as Lyft representatives. appropriate device use (including parking). Ambassador teams should be clearly identifable as operator staf.
Operators must participate in or host at minimum two Lyft participates deeply in the community, both by hosting events (such as those described in (2) community events or community/stakeholder [8] of the permit application), as well as regularly attending stakeholder meetings with the City meetings per quarter. and other community organizations. We commit to ofering two community engagement
15 events of community / stakeholder meetings per quarter—pending CDC guidance that it is safe to do so.
Half (4 per year) of the community events or Lyft will target half (4 per year) of our community events or community/ stakeholder meetings community/ stakeholder meetings must be targeted toward engaging low-income or other disadvantaged community members. toward engaging low-income or other disadvantaged community members.
It is preferred that operators conduct outreach in Lyft has demonstrated our ability to conduct customer service and other operations in multiple languages. multiple languages and will operate outreach in multiple languages, as described in Section 8 of permit application.
Operators must host at minimum two (2) learn to ride Lyft will host at minimum two (2) learn to ride education opportunities per year, as education opportunities per year. demonstrated by our existing operations.
Operators must provide a plan for community We will implement a Santa Monica-specifc marketing and engagement strategy centered on outreach and engagement that must be approved by equity, lowering barriers to access and promoting sustainable commuting. We bring extensive City staf which must include but not be limited to: 1) experience in growing micromobility ridership through localized marketing and Ambassador/ street teams’ engagement activities communications. and schedules We provide extensive expertise in local marketing, brand building, performance and growth media, experiential and feld marketing, and public relations. The Lyft team will draw on a deep bench of internal team members with experience in Santa Monica and other cities growing diverse micromobility ridership.
Operators must on a monthly basis report information Lyft will continue to report information from this outreach to inform problem-solving eforts, from this outreach to inform problem-solving eforts, including, but not limited to, the number of people, time length, location, and general including, but not limited to, the number of people, comments from community members on a monthly basis. time length, location, and general comments from community member engagement.
It is preferred that the Operators coordinate with the Lyft provides fnancial contributions to local groups including Santa Monica Spoke, Climate City and fnancially contribute in order to establish Action Santa Monica, Virginia Avenue Park, and Westside Ballet to assist with delivering a broad reaching education and riding etiquette broad reaching education and etiquette campaigns. campaigns to help inform users of appropriate rider behavior.
16 Operators must notify the City and users of any fare Lyft has only ever increased fare prices after giving the City notice to respond to our changes 14 days in advance of changes taking efect. proposal—and will commit to providing 14 days notice. We will continue working hand-in-hand with the City to provide accessible, afordable, and reliable transportation options to Santa Monica residents and visitors.
Operators must establish and promote low-income We detail how we promote Lyft’s Community Pass solution in Section 8 and 9 of the main qualifed rates. Low income qualifed rates must be permit application. Riders can also call the customer support number on our devices for easily accessible form the sign-up homepage in the assistance registering for the service. operator’s mobile apps and websites.
Operators must ofer a non-smart phone unlock We detail hiring solutions for people without smartphones or bank accounts in Section 9. option such as text to unlock, RFID and/or NFC technology, or some other equivalent option.
Operators must provide payment options for We detail hiring solutions for people without smartphones or bank accounts in Section 9. unbanked community members, such as pay-near-me or some other equivalent option.
It is preferred that Operators provide frequent-rider Lyft will provide memberships as outlined in Section 9 of the permit application. We describe annual or monthly memberships options, and eforts to keep micromobility afordable in relation to other modes of transportation in maintain afordable by-the-minute rates that are less Section 9.B-3. expensive than taxi, ride hailing, or other vehicle options.
Operators must provide the option for users to Upon registering for Lyft’s micromobility service, riders are informed about how they can request a discounted helmet at the time of rental. receive a free helmet—to be picked up from one of our local operations warehouses. Operators should seek partnerships with local In addition, Lyft procures helmets to give away during in-person events including rider businesses and organizations to make helmets easily training. available at reduced rates to users. To reduce waste, opportunities to reuse helmets is preferred.
Operators must provide regular, creative and Lyft will continue to provide regular, creative and efective outreach to educate users on efective outreach to educate users on helmet use helmet use through means such as street teams, ambassadors, print media and social media through means such as street teams, ambassadors, as we have in previous years as documented in Section 7.F of the permit application. print media and social media. It is preferred that Operators provide marketing and information to the
17 community at large regarding helmet use as part of overall roadway safety practices.
Administrative Requirement Section 4.7: Customer Service
Requirement How Lyft meets Requirements
The operator must provide a Customer Service/ Lyft provides a customer service hotline for City staf and the public on all devices, providing Community Complaint hotline to allow City staf and 24/7 customer service support in multiple languages. We also empower anyone to report community members direct contact with Operators improperly parked scooters in our app with the “Neighborhood Flag” feature and by 24 hours a day, 7 days a week for emergencies and contacting customer support (our phone number is listed on the device decals). When a device relocation, with a response time of 1 hours or scooter or bike is reported, the local team is immediately notifed to move the device. less. Each device must display 24/7 customer service/ complaint hotline contact information number in 48-point font or greater, email address, and website in locations approved by the City.
Customer service must be responsive to community Lyft will continue to be responsive to community feedback and complaints as described in complaints and feedback, and should: 1) Allow users Section 5.B and 10 of the permit application. to submit notifcations on device or system operations issues, 2) Strive to use technology to reduce all customer service response times.
It is preferred that the operator provide additional Lyft will continue to provide 24/7 customer support via multiple channels (social media, email, 24/7 customer support and service mechanisms (e.g.: phone) as described in Section 5.B and 10 of the permit application. mobile applications like Twitter, facebook, texting, websites like Nextdoor, phone number)
Customer service/ community complaint services Lyft will continue to ofer customer service in multiple languages, as described in Section 8.B must be available in multiple languages. and 10 of the permit application.
It is preferred that the operator establish a separate In addition, we leverage the latest technology to make reporting an issue easy for users. We public safety reporting and response system. It is regularly report a summary of complaints and resolutions back to the City on a monthly basis. preferred that Operators use a city-integrated “active Complaints are bucketed into the separate categories that are required in the Santa Monica ticket resolver” system reporting portal.
18 for customer service delivery or that the City receives We also empower anyone to report improperly parked scooters in our app with the auto copies of all complaints to the operator. “Neighborhood Flag” feature and by contacting customer support (our phone number is listed on the scooter or bike decals). When a scooter or bike is reported, the local team is immediately notifed to move the device.
Administrative Requirement Section 4.8: Events and Emergencies
Requirement How Lyft meets Requirements
Operators must be prepared to work with the City in Lyft has supported the City of Santa Monica through multiple emergency scenarios over the the case of emergencies or special events to prioritize course of the past two years, including responding to the COVID-19 pandemic, and protests the safety of users and respond to municipal in 2020. Lyft has demonstrated our preparedness in Section 2.K of the permit application. concerns.
Operators must comply with modifed operations Lyft has supported the City with custom geo-fencing for popular events throughout the year during the annual Coast open street event, LA including the Los Angeles Marathon, Twilight Concert Series, and Farmer’s Market. We will Marathon, Twilight Concert Series, or other large continue to support these eforts over the course of the next permit period. events as directed by the City, including but not limited to: adjusting deployment plans, providing additional operations staf, relocating parking, modifying customer access, and informing users about system changes.
Operators must cooperate with public safety Lyft will cooperate with public safety personnel in the case of emergencies as described in personnel in the case of emergencies. Sections 2.K, 4.B, and 10.B.
Operators must proactively communicate with users In all scenarios Lyft coordinates closely with public safety personnel, and communicates during events and emergencies in accordance with clearly with users about changes. Lyft will proactively communicate with users during events City direction. and emergencies in accordance with City direction as described in Sections 2.K, 4.B, and 10.B.
Access to real time device data must be provided to Public safety personnel can have access to directly relevant real time device data during City public safety personnel during emergencies and emergencies upon reasonable request. requested events.
19 For devices on public property, the City may require Lyft will continue to demonstrate our ability to temporarily move devices to a nearby location Operators to temporarily move devices to a nearby if the approved location needs to be used for emergency, event, construction, or public location if the approved location needs to be used for purposes as outlined in Section 2.K of the permit application. emergency, event, construction, or public purposes. Devices may also be moved by the City for these purposes.
Administrative Requirement Section 4.9: Data Sharing and Reporting
Requirement How Lyft meets Requirements
Operators must provide accurate data through a Lyft currently and will continue to fully comply with requirements associated with GBFS APIs. publicly accessible API that meets the requirements of the GBFS. 1) Operators must make the GBFS API endpoint freely available to the public for viewing data, querying data, and mapping. 2) Operators must notify the City with at least 30 days' notice of any change to the API URL.
Operators must provide a City-accessible API that Lyft currently and will continue to fully comply with requirements associated with MDS APIs. provides the data outlined within, and meets the requirements of the MDS as published online.
Operators must provide the MDS API to a City Lyft currently and will continue to fully comply with requirements associated with MDS APIs, identifed third party researcher or contractor in including sharing with an independent third party researcher accordance with City direction.
Operators must not change the API URL, API Lyft currently and will continue to fully comply with requirements associated with authentication method, or the City’s API credentials APIs—including not changing the API URL, authentication method or credentials without 30 without notifying the City with at least 30 days' notice. days notice.
Personal information must be protected by Operators, Lyft will continue comply with all data and personal information security measures. and data should be anonymized regarding user information. Summarized program performance information in memos or updates may be shared with the public. Detailed data will be protected to the extent permitted by law.
20 Operators must provide monthly report summaries by Lyft provides the City with timely, monthly reports including each of the 15 mandatory the second Thursday of each monthly in the format metrics detailed in the Administrative Requirements. defned by the City.
Operators must assist and participate in the formal Lyft will participate in the formal evaluation of the Second Pilot Program. evaluation of the Second Pilot Program, including provision of data and information to inform subsequent City ordinances and programs.
The City may elect to adjust the reporting timeframes Lyft acknowledges that the City may elect to adjust the reporting timeframes and format in and format in its sole and complete discretion. its sole and complete discretion.
Operators must survey users every six (6) months to Lyft regularly surveys riders in Santa Monica in line with questions developed in coordination provide information to the City for future planning, with the City of Santa Monica and other operators. At minimum, riders are surveyed every including asking users what mode of transportation six months, as described in Section 11 of the permit application. was replaced for the use of a shared mobility device. Survey questions shall be consistent among Operators and determined in coordination with the City.
Operators are required to follow all local, state, and Lyft is fully compliant with federal, state and local laws related to personally identifable federal laws and regulations with respect to personally information and credit card information. identifable information and credit card information.
It is strongly preferred that Operators do not resell Lyft is fully compliant with federal, state and local laws related to data privacy. We do not sell users’ personally identifable information. If Operators any user data, as described in Section 11 of the permit application. engage in such a practice, then it is required that they comply with all state and federal laws and regulations and, to the extent this is not already required by such state and federal laws and regulations, that: 1) This is communicated clearly and transparently to users, and 2) Users have a clear means of opting out if they do not want their data sold.
Auto renewal billing procedures should comply with Auto-billing is compliant with federal and local laws. state and federal laws and regulations.
Operators must protect users’ personal information. Payment processing is PCI compliant, as described in Section 11 of the permit application.
21 Financial transactions must be secure and PCI compliant. Personal information should be protected using industry accepted encryption, and customer permission should be sought before sharing personal information with a third party.
Operators must provide their most recent 3rd party We have attached a copy of our most recent third party PCI audit as Appendix G. PCI audits to the City bi-annually.
Administrative Requirement Section 5.1: Enforcement Procedures
Requirement How Lyft meets Requirements
The Enforcement Program will follow the enforcement Lyft will fully comply with enforcement procedures as outlined in the Administrative strategy described in the sections of these Regulations—including paying fnes and responding swiftly to warnings. Administrative Regulations and the Enforcement Penalty Schedule in Section 5.2. The enforcement strategy may begin with a written warning/advisement to comply without being subjected to fnes/penalties. In some cases, depending on the nature of the violation, enforcement could begin with citation and the imposition of fnes/penalties in accordance with local law.
In the event that a permit is revoked, suspended or Lyft acknowledges that, in the event that our permit is revoked, suspended or denied, we denied, an Operator must immediately remove all must immediately remove all devices and any associated equipment from the public devices and any associated equipment from the right-of-way and participating private properties. public right-of-way and participating private properties.
22 APPENDIX G. PCI AUDIT
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT
Payment Card Industry (PCI) Data Security Standard
APPENDIX H. FORMS
LYFT • RESPONSE TO RFA • SHARED MOBILITY PILOT DocuSign Envelope ID: EE10B4D6-B263-47B0-973A-422454FA3E1B
ATTACHMENT B
City of Santa Monica Non-Discrimination Policy Acknowledgment
A. Discrimination. Discrimination in the provision of services may include, but not be limited to the following:
(a) Denying any person any service, or benefit or the availability of a facility.
(b) Providing any service, or benefit to any person which is not equivalent, or in a non- equivalent manner or at a non-equivalent time, from that provided to others.
(c) Subjecting any persons to segregation or separate treatment in any manner related to the receipt of any service.
(d) Restricting any person in any way in the enjoyment of any advantage or privilege enjoyed by others receiving any service or benefit.
(e) Treating any person differently from others in determining admission, enrollment, quota, eligibility, membership, or any other requirement or condition which persons must meet in order to be provided any service or benefit.
(1) Consultant shall take affirmative action to ensure that intended beneficiaries of this Agreement are provided services without regard to race, color, religion, national origin, ancestry, sex, age, sexual orientation, marital status, AIDS or disability.
(2) Consultant shall further establish and maintain written procedures under which any person applying for or receiving services hereunder, may seek resolution from Consultant of a complaint with respect to any alleged discrimination in the provision of services by Consultant's personnel.
At any time any person applies for services under this Agreement, he or she shall be advised by Consultant of these procedures. A copy of these procedures shall be posted by Consultant in a conspicuous place, available and open to the public, in each of Consultant's facilities where services are provided hereunder.
B. Non-discrimination in Employment
(1) Consultant certifies and agrees that it will not discriminate against any employee or applicant for employment because of race, color, religion, national origin, ancestry, sex, age, sexual orientation, marital status, AIDS or disability in accordance with the requirements of City, State or Federal law. Consultant shall take affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion, national origin, ancestry, sex, age, sexual orientation, marital status, AIDS or disability, in accordance with the requirements of City, State and Federal law. Such shall include, but not be limited to, the following:
(a) Employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination, rates of pay or other forms of compensation.
(b) Selection for training, including apprenticeship.
11 DocuSign Envelope ID: EE10B4D6-B263-47B0-973A-422454FA3E1B
(2) Consultant agrees to post in conspicuous places in each of Consultant's facilities providing services hereunder, available and open to employees and applicants for employment, notices setting forth the provisions of this non-discrimination policy.
(3) Consultant shall, in all solicitations or advertisements for employees placed by or on behalf of Consultant, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, age, sexual orientation, marital status, AIDS or disability, in accordance with the requirements of City, State or Federal law.
(4) Consultant shall send to each labor union or representative coworkers with which it has a collective bargaining agreement or other contract or understanding a notice advising the labor union or workers' representative of Consultant's commitments under this non-discrimination policy.
(5) Consultant certifies and agrees that it will deal with its sub-consultants, bidders, or vendors without regard to race, color, religion, national origin, ancestry, sex, age, sexual orientation, marital status, AIDS or disability, in accordance with the requirements of City, State and Federal law.
(6) In accordance with applicable State and Federal law, Consultant shall allow duly authorized representatives of the County, State, and Federal government access to its employment records during regular business hours in order to verify compliance with this non- discrimination policy. Consultant shall provide other information and records as the representatives may require in order to verify compliance with this non-discrimination policy.
(7) If City finds that any of the provisions of this non-discrimination policy have been violated, the same shall constitute a material breach of agreement upon which City may determine to cancel, terminate, or suspend this Agreement. While City reserves the right to determine independently that this nondiscrimination policy has been violated, in addition, a determination by the California Fair Employment and Housing Commission or the Federal Equal Employment Opportunity Commission that Consultant has violated State or Federal non- discrimination laws shall constitute a finding by City that Consultant has violated the provisions of this non-discrimination policy.
(8) The parties agree that in the event Consultant violates any of the non-discrimination policies set forth herein, City shall be entitled, at its option, to the sum of five hundred dollars ($500) pursuant to Civil Code Section 1671 as liquidated damages in lieu of canceling, terminating or suspending this Agreement.
(9) Consultant hereby agrees that it will comply with Section 504 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794), all requirements imposed by applicable Federal Regulations, and all guidelines and interpretations issued pursuant thereto, to the end that no qualified disabled person shall, on the basis of disability, be excluded from participation in, be denied the benefits of, or otherwise be subjected to discrimination under any program or activity of the Consultant receiving Federal Financial Assistance.
4/2/2021 Lyft Bikes and Scooters, LLC Signature/Date Name of Proposer
12 DocuSign Envelope ID: EE10B4D6-B263-47B0-973A-422454FA3E1B
ATTACHMENT C
NON-COLLUSION DECLARATION TO ACCOMPANY PROPOSALS OR BIDS
STATE OF CALIFORNIA } COUNTY OF LOS ANGELES }
David Foster , being first duly sworn, deposes, and says: that He/She is: Vice President (Insert “Sole Owner,” “A Partner”, “President,” “Secretary,” or other proper title)
of Lyft Bikes and Scooters, LLC (Insert name of proposer)
Who submits herewith to the City of Santa Monica the attached proposal; that He, She, It, or They is (are) the person(s) whose name(s) is (are) (strike out words not appropriate) signed to the hereto attached proposal; that said proposal is genuine; that the same is not sham or collusive; that all statements of fact therein are true; that such proposal was not made in the interest or on behalf of any person, partnership, company, association, organization or corporation not therein named or disclosed.
Declarant further deposes and says: that the proposer has not directly or indirectly by agreement, communication or conference with anyone attempted to induce action prejudicial to the interests of the public body which is to award the contract or of any other proposer, or anyone else interested in the proposed contract; that the proposer has not in any manner sought by collusion to secure for himself, herself, itself, or themselves, an advantage over any other proposer. (strike out words not appropriate)
Declarant further deposes and says that prior to the public opening and recording of proposals the said proposer:
10 DocuSign Envelope ID: EE10B4D6-B263-47B0-973A-422454FA3E1B
(a) Did not, directly or indirectly, induce or solicit anyone else to submit a false or sham Proposal; (b) Did not, directly or indirectly, collude, conspire, connive or agree with anyone else that said proposer or anyone else would submit a false or sham proposal, or that anyone should refrain from proposing or withdraw his/her proposal; (c) Did not, in any manner, directly or indirectly, seek by agreement, communication or conference with anyone to raise or fix any overhead, profit or cost element of his, her, its, their price, or of that of anyone else; and (d) Did not, directly or indirectly, submit his, her, its, or their proposal price or any breakdown thereof, or the contents thereof, or divulge information or data relative thereto, to any corporation, partnership, company, association, organization, depository, or to any member or agent thereof, or to any individual or group of individuals, except to the awarding authority or to any person or persons who have a partnership or other financial interest with said proposal in his, her, its, or their business. (strike out words not appropriate)
I declare under penalty of perjury that the foregoing is true and correct.
4/2/2021 Lyft Bikes and Scooters, LLC Signature/Date Name of Proposer
11 DocuSign Envelope ID: EE10B4D6-B263-47B0-973A-422454FA3E1B
ATTACHMENT D
CITY OF SANTA MONICA OAKS INITIATIVE NOTICE
NOTICE TO APPLICANTS, BIDDERS, PROPOSERS AND OTHERS SEEKING DISCRETIONARY PERMITS, CONTRACTS, OR OTHER BENEFITS FROM THE CITY OF SANTA MONICA
Santa Monica’s voters adopted a City Charter amendment commonly known as the Oaks Initiative. The Oaks Initiative requires the City to provide this notice and information about the Initiative’s requirements. You may obtain a full copy of the Initiative’s text from the City Clerk.
This information is required by City Charter Article XXII—Taxpayer Protection. It prohibits a public official from receiving, and a person or entity from conferring, specified personal benefits or campaign advantages from a person or entity after the official votes, or otherwise takes official action, to award a “public benefit” to that person or entity. The prohibition applies within and outside of the geographical boundaries of Santa Monica.
All persons or entities applying or receiving public benefits from the City of Santa Monica shall provide the names of trustees, directors, partners, and officers, and names of persons with more than a 10% equity, participation or revenue interest. An exception exists for persons serving in those capacities as volunteers, without compensation, for organizations exempt from income taxes under Section 501(c)(3), (4), or (6), of the Internal Revenue Code. However, this exception does not apply if the organization is a political committee or controls political committees. Examples of a “public benefit” include public contracts to provide goods or services worth more than $25,000 or a land use approval worth more than $25,000 over a 12-month period.
In order to facilitate compliance with the requirements of the Oaks Initiative, the City compiles and maintains certain information. That information includes the name of any person or persons who is seeking a “public benefit.” If the “public benefit” is sought by an entity, rather than an individual person, the information includes the name of every person who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten percent interest in the entity. Therefore, if you are seeking a “public benefit” covered by the Oaks Initiative, you must supply that information on the Oaks Initiative Disclosure Form. This information must be updated and supplied every 12 months.
12 DocuSign Envelope ID: EE10B4D6-B263-47B0-973A-422454FA3E1B
CITY OF SANTA MONICA OAKS INITIATIVE DISCLOSURE FORM
In order to facilitate compliance with the requirements of the Oaks Initiative, the City compiles and maintains certain information. That information includes the name of any person or persons who is seeking a “public benefit.” If the “public benefit” is sought by an entity, rather than an individual person, the information includes the name of every person who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten percent interest in the entity.
Public benefits include:
1. Personal services contracts in excess of $25,000 over any 12-month period; 2. Sale of material, equipment or supplies to the City in excess of $25,000 over a 12-month period; 3. Purchase, sale or lease of real property to or from the City in excess of $25,000 over a 12- month period; 4. Non-competitive franchise awards with gross revenue of $50,000 or more in any 12- month period; 5. Land use variance, special use permit, or other exception to an established land use plan, where the decision has a value in excess of $25,000; 6. Tax “abatement, exception, or benefit” of a value in excess of $5,000 in any 12-month period; or 7. Payment of “cash or specie” of a net value to the recipient of $10,000 in any 12-month period.
Name(s) of persons or entities receiving public benefit:
n/a
Name(s) of trustees, directors, partners, and officers:
n/a
Name(s) of persons with more than a 10% equity, participation, or revenue interest: n/a
Prepared by: David Foster Title: Head of Lyft Transit, Bikes and Scooters
4/2/2021 Signature: Date:
Email: [email protected] Phone: 408-505-7690
FOR CITY USE ONLY: Bid/PO/Contract # Permit #
13 DocuSign Envelope ID: EA0A7AD9-8F27-4D44-A5EF-25DE43CDCD0F
Procurement 1717 Fourth Street, Suite 250 Santa Monica, CA 90401 Telephone: 310-458-8241 Fax: 310-393-6142
Date 4/7/2021
ADDENDUM NO. 1
This addendum includes updated information pertaining to the Second Shared Mobility Pilot Program Request for Application (RFA) submission deadline modification, language modifications, insurance requirements adjustments, and vendor conference question responses.
Submission Deadline Modification
The submission deadline for applications is extended from 5:00 pm PST on Friday April 9, 2021 to 9:00 am PST on Monday April 12, 2021. The rest of the selection process will remain as originally posted in the RFA. Below is the full selection process schedule:
Deadline for Applications April 12, 2021 - 9 am PST Device Demonstration April 22, 2021 Public Posting of Selection Decision May 7, 2021 Final Appeals Deadline (if needed) May 21, 2021 Final Appeals Determination (if needed) June 19, 2021 Program Launch Date July 1, 2021
RFA Language Modifications and Insurance Requirement adjustments: the City has modified the RFA language in the Application Materials to address Application Deadline adjustments, typos, and for clarity. The Insurance requirement has been adjusted from “…$5,000,000 per occurrence and $100,000,000 annual aggregate…” to “…$5,000,000 per occurrence and $25,000,000 annual aggregate…” The RFA modifications are listed below and the Modified RFA is Attached to this addendum.
• RFA Page 1, 9, 10 – changed “Deadline for Applications” date. • RFA Page 2 – deleted “…by reducing the number of operators…” • Page 8 – Corrected “Forms” labeling for clarity. • Attachment A Section 1.1 -- deleted “…reduces the number of operators…” • Attachment A Section 3.1 -- changed “Deadline for Applications” date. • Attachment A Section 3.1 -- changed “Second Pilot Program End” date from June 30, 2023 to March 30, 2023. • Attachment A Section 3.3 – changed “…Up to three…” to “Up to four…” • Attachment A Section 3.4 (B) -- Clarify that the PROW fee is “$0.20/trip.” • Attachment A, Exhibit A – Changed the “Commercial General Liability (CGL) coverage from “…$5,000,000 per occurrence and $100,000,000 annual aggregate…” to “…$5,000,000 per occurrence and $25,000,000 annual aggregate…” DocuSign Envelope ID: EA0A7AD9-8F27-4D44-A5EF-25DE43CDCD0F
Procurement 1717 Fourth Street, Suite 250 Santa Monica, CA 90401 Telephone: 310-458-8281 Fax: 310-393-6142
• Page 17, Attachment E; Exhibit A – Changed the “Commercial General Liability (CGL) coverage from “…$5,000,000 per occurrence and $100,000,000 annual aggregate…” to “…$5,000,000 per occurrence and $25,000,000 annual aggregate…” • Page 19 – Corrected Exhibit labeling for clarity.
Bidders Conference Question Responses: Below are responses to unanswered questions during the Vendor Conference call, which took place on Tuesday April 6, 2021 at 10 am PST. A recording of the conference call will be posted to the City website at: www.smgov.net/sharedmobility. Below are responses to questions that went unanswered during the conference call:
1. Question: Since most vendors are private companies and financials are confidential information, can the City confirm that the financial statements provided for Section 2.f will be kept confidential? Will the applications be subject to state approved redactions?
Applicants should anticipate that applications will be subject to public disclosure under the California Public Records Act (“Act”). California’s strong public policy in favor of disclosure of public records precludes local agencies from protecting most business information. California courts have consistently held that when businesses voluntarily enter into the public sphere, they diminish their privacy interests. If you believe that your application, or other materials, that you submit to the City contain trade secrets, proprietary, or other confidential business information that is exempt from disclosure under the Act, please propose redactions to the materials that you submit to City and provide the specific legal grounds justifying withholding any portion of the materials that you submit to the City. General references to sections of the Act or other law will not suffice. You must provide a specific and detailed legal basis, including applicable case law, that clearly establishes that the information that you seek withheld from public disclosure is exempt from disclosure. The City will withhold information that applicants assert is trade secret, proprietary, or otherwise confidential provided that applicants agree to execute indemnity agreements with the City. The City requests indemnity agreements as the City has no way of knowing whether applicants have taken the required measures to protect information that applicants assert is trade secret or proprietary. A template indemnity agreement is attached for your review.
2. Question: Are you expecting a COI with the application?
Response: Submittal of a Certificate of Insurance will not be required with the application. Selected applicants will be required to provide the City with a Certificate of Insurance and additional insurance requirements (including but not limited to Additional Insured Status and Waiver of Subrogation) after being notified of the selection and before system launch.
3. Question: Can you confirm if the appendix related to Indemnity and Insurance needs to be signed with submission? It appears it only needs to be signed upon contract award.
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DocuSign Envelope ID: EA0A7AD9-8F27-4D44-A5EF-25DE43CDCD0F
Procurement 1717 Fourth Street, Suite 250 Santa Monica, CA 90401 Telephone: 310-458-8281 Fax: 310-393-6142
Response: Attachment E (Indemnity and Insurance Agreement) must be executed prior to receiving a permit. A signed copy of the Indemnity and Insurance Agreement, however, does not need to be submitted with the application. Having said that, the Indemnity and Insurance Agreement is non-negotiable. Selected bidders that are unwilling to execute the City’s Insurance and Indemnification Agreement unchanged will be disqualified and a different bidder will be selected to participate in the second Shared Mobility Pilot Program.
Please check ProcureNow regularly to receive notifications of any updates.
If there are any questions regarding this addendum, please submit to Kyle Kozar at [email protected].
Acknowledged By: Lyft Bikes and Scooters, LLC COMPANY David Foster NAME OF REPRESENTATIVE Head of Lyft Transit, Bikes and Scooters TITLE OF REPRESENTATIVE
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