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GO Connect
System Information and Policies
GO Connect is a service of GO Transit
GO Transit
926 Dempsey Trail
Oshkosh, Wisconsin 54902
www.rideGOtransit.com
(920)232-5340
Effective: April 3, 2023
Table of Contents
SECTION I: GO CONNECT SERVICE DESCRIPTION ............................................ 3
A. Service Background ................................................................................................ 3
E. Service Reservation, Scheduling and Fare ......................................................... 3
SECTION II: SERVICE POLICIES ................................................................................ 3
A. Trip Scheduling/Reservations ............................................................................... 3
C. Pick-up Window ....................................................................................................... 4
D. 5-Minute Wait Time ................................................................................................. 4
E. Cancellations ............................................................................................................ 4
F. No-Shows ................................................................................................................. 4
G. Wheelchair Capacity............................................................................................... 4
H. Driver Assistance .................................................................................................... 5
I. Prohibited Behaviors ................................................................................................ 5
L. Medical Equipment .................................................................................................. 5
N. Carry-ons .................................................................................................................. 5
SECTION III: RIDER POLICY ........................................................................................ 5
A. No-Shows ................................................................................................................. 6
B. Seriously Disruptive Behavior ............................................................................... 7
C. Public Health Threats ............................................................................................. 7
D. Refusal to Comply with Safety Rules ................................................................... 7
E. Service Refusal Process ........................................................................................ 7
F. Appeals Process ...................................................................................................... 8
G. Complaints ............................................................................................................... 8
SECTION I: GO CONNECT SERVICE DESCRIPTION
A. Service Background
GO Transit offers a microtransit service called GO Connect. GO Connect
transports riders between the Oshkosh Downtown Transit Center located at 110
Pearl Ave and the Neenah Transit Center located at the corner of E Doty Ave.
and Walnut St. GO Connect is a demand response service where the vehicle
does not follow a fixed-route or schedule. The goal of GO Connect is to provide
mobility options and to fill gaps where no other means of transportation exists.
GO Connect services are provided by a contractor. The contractor utilizes
sedans and accessible vans to serve the needs of ambulatory and non-
ambulatory riders. The service is shared-ride, so a rider may share the vehicle
with other users during their trip. The current provider is Oshkosh City Cab
Company and Cabulance.
This document is designed to provide information regarding GO Connect.
E. Service Reservation, Scheduling and Fare
GO Connect riders reserve trips by calling the service provider’s dispatch
number. Riders should be prepared to provide the dispatcher the following
information: first name; last name; phone number; how they intend to pay the
fare; accompanying equipment (e.g., oxygen tank and respirators); and desired
pick-up time.
Riders must reserve trips by 4:30 pm the day prior to the trip. Advanced service
scheduling is required to allow the provider to meet all trips effectively.
There are two types of advanced reservation: next day and subscription. Next
day service includes trips scheduled by 4:30 pm the day prior to the trip.
Subscription service is defined as trips that are scheduled in advanced and set
up for a rider to occur on a regular basis (daily, weekly, or monthly).
The cost of each one-way trip will be $5.00. Exact fare is required. Drivers cannot
provide change. One-way trips can also be purchased on the Token Transit App.
SECTION II: SERVICE POLICIES
To ensure safe, efficient and effective service, the following policies have been
established.
A. Trip Scheduling/Reservations
Arrangements for a ride must be scheduled with the provider’s dispatcher by 4:30
pm the day prior to the trip.
During periods of high demand, it may be necessary for dispatchers to negotiate
pick-up times; however, individuals will not be required to schedule a trip more
than one hour before or after the desired pick-up time.
If the amount of future subscription service demand limits the provider’s capacity
to meet next day service requests, subscriptions may be capped at 50 percent of
all scheduled trips.
The provider’s dispatchers assign drivers to trips to ensure maximum
effectiveness of the system and meet all demand. The dispatcher will not assign
any passenger exclusively to a specific driver or allow passengers to request
specific drivers.
C. Pick-up Window
When your pick-up time is scheduled, the vehicle can arrive anytime within a 30 -
minute pick-up window, which is defined as fifteen minutes before and fifteen
minutes after the scheduled pick-up time. For example, if your appointment is
scheduled for 9:00 am, the pick-up window time frame is 8:45 am – 9:15 am. It is
the rider’s responsibility to be prepared to board the vehicle within the pick-up
window.
D. 5-Minute Wait Time
Once the vehicle arrives for a pick-up, the driver will wait up to 5 minutes for a
passenger. If the rider is not prepared to board, the trip will be counted as a no -
show and the vehicle will be dispatched to another location. It is the rider’s
responsibility to have clear visibility of the area where a vehicle would arrive for
pick-up. The rider should be prepared to approach the vehicle when it arrives.
E. Cancellations
When a rider needs to cancel a trip, the cancellation should occur more than one
hour prior to the scheduled pick-up time. A late cancellation (less than 1 hour) is
considered a no-show (see “No-Shows” below).
F. No-Shows
A no-show occurs anytime the rider is not available to board a vehicle within 5
minutes after the vehicle arrives for a scheduled pick-up. The no-show definition
includes rides that were not properly cancelled. Each no-show is documented.
Three no shows in a three month period will result in a suspension of service for
30 days.
G. Wheelchair Capacity
GO Transit vehicles can safely accommodate wheelchairs up to 30” wide, 48”
long and up to 600 pounds when occupied. GO Transit per ADA/FTA regulations
may decline to carry a wheelchair/occupant if the combined weight exceeds that
of the lift/ramp specifications or if the carriage of the wheelchair is demonstrated
to be inconsistent with legitimate safety requirements.
H. Driver Assistance
If needed, drivers are able to assist all riders when boarding and alighting
vehicles, including securement.
GO Connect drivers do not provide assistance when there is a direct threat to the
health or safety of the driver and/or passenger and may deny transport. This
includes unsafe assistive equipment or environmental factors, like travel across
terrain when there is risk to safety. Drivers will assess whether a particular level
of assistance constitutes a direct threat on a case-by-case basis.
Any assistive equipment, including, but not limited to, a wheelchair or power
mobility device, must be in working order and safe to transport. Below are a few
conditions that may qualify the device as unsafe to transport:
Wheels, axle or other parts are loose/broken
Tires are flat
Batteries display leaks or there is insufficient/no charge
If a rider’s mobility device breaks down while in transit, drivers will make every
effort to transport the rider to a safe place.
I. Prohibited Behaviors
To ensure safety, our rider policy prohibits seriously disruptive behavior, public
health threats, and refusal to comply with rules. If the prohibited behavior results
from a disability, GO Transit may require that a personal care attendant ride with
the individual to control the prohibited behavior.
L. Medical Equipment
GO Connect allows individuals to bring medical equipment such as respirators
and portable oxygen tanks on board vehicles. Oxygen tanks should remain
upright at all times and must be secured to the mobility device or held in an
upright position.
N. Carry-ons
Each eligible rider is allowed to carry-on up to four (4) carry-ons. This includes
personal belongings and grocery bags. Medical equipment, like oxygen tank and
mobility device, do not count toward the carry-on limit.
SECTION III: RIDER POLICY
The purpose of the rider policy is to set guidelines for refusal or suspension of
transportation services administered or provided by GO Transit. This policy
covers all transportation services, including the fixed-route bus, microtransit and
paratransit system.
This policy applies to circumstances and/or behaviors that occur on GO
Transit/GO Plus/GO Connect property, vehicles, or while boarding vehicles.
Service may be refused, suspended, or conditioned due to the following
circumstances and/or behaviors:
Documented Pattern of No-Shows
Seriously Disruptive Behavior
Public Health Threats
Refusal to Pay the Applicable Fare
Refusal to Comply with Safety Rules
A. No-Shows
A no-show is defined as the act of a person, who, having scheduled a GO
Connect trip, changes his/her mind about making the trip but does not cancel the
appointment, allowing the vehicle to arrive but not boarding it. The definition also
includes cancellations less than one hour before the scheduled pick -up time but
does not include incidents like scheduling problems, late pickups and other
operational problems of the provider. The provider will wait up to 5 minutes for
each rider after arriving at the pick-up location.
GO Transit does not count as no-shows [or late cancellations] any trips due to
our contractor’s error, such as:
Trips placed on the schedule in error
Pickups scheduled at the wrong pickup location
Drivers arriving and departing before the pickup window begins
Drivers arriving late (after the end of the pickup window)
Drivers arriving within the pickup window, but departing without wai ting the
required five minutes
Long hold times that prevent callers from canceling trips by telephone in a
timely manner
GO Transit does not count as no-shows [or late cancellations] situations beyond
a rider’s control, such as:
Medical emergency
Family emergency
GO Transit’s GO Connect provider will maintain records of no-show incidents
and forward the records to GO Transit as warranted.
Each no-show will count as one occurrence.
The first and second occurrence of no-show will trigger a phone call. A third
occurrence of no-show within three months will result in a 30-day suspension of
service.
All suspension notices include a copy of this policy, information on disputing n o-
shows and how to appeal suspensions.
Suspensions typically begin on Sundays.
B. Seriously Disruptive Behavior
Service may be refused to customers who engage in violent, illegal, or seriously
disruptive behavior. Seriously disruptive behavior includes, but is not limited to,
the following:
GO Connect Service
Getting out of a seat while a GO Connect vehicle is in motion
Leaving a GO Connect vehicle while it is parked to pick-up or drop-off
another customer
Refusing to wear a seatbelt or refusing to exit the vehicle
All Service
Disturbing a vehicle operator while the operator is driving
Disturbing other customers
Violent behavior
Physically or verbally threatening vehicle operator, dispatcher or other
customers
Smoking or e-cigarette use while onboard a vehicle
Damaging or destroying vehicle equipment
Engaging in conduct or activity that is a danger to the customer, other
customers, or the driver
Offensive language
C. Public Health Threats
Service will be refused to any person who poses a potential public health threat.
Examples of public health threats include, but are not limited to the following:
The existence of excrement on clothes or on hands
The existence of other body fluids, such as blood or vomit
D. Refusal to Comply with Safety Rules
A person that refuses to comply with posted safety rules or driver instructions
may be refused service.
E. Service Refusal Process
The vehicle operator has the authority to refuse service on the day of the
violation. Violations of these rules will be reviewed by GO Transit staff for further
action.
The Transportation Director, or his/her designee, is authorized to suspend or
refuse the provision of service to individuals who: (1) violate GO Transit’s no-
show policy; (2) engage in violent, seriously disruptive, or illegal conduct; (3)
pose a public health threat; (4) refuse to pay the applicable fare; or (5) refuse to
comply with safety rules. The term of the suspension or refusal of service shall
depend on the nature and seriousness of the prohibited conduct.
To the extent feasible, the individual shall be notified in writing. The written
notification will state the specific basis for the proposed action and the proposed
sanction. If the basis of the suspension involves no-shows, the individual will also
be notified about the appeals process.
F. Appeals Process
The City of Oshkosh elects not to be bound by Chapter 68 of Wis. Statutes, in
regard to the administrative appeals process.
If service is suspended due to a no-show policy violation, the following appeals
process must take place.
As listed in the written notification, the individual will have sixty (60) days to
appeal the decision. Through written correspondence, the person may request a
personal appearance to present written and oral information and arguments.
Failure to respond is considered a default finding and the denial or suspension
will be sustained. The appeal should be in writing and addressed to:
Transportation Director, 926 Dempsey Trail, Oshkosh, WI 54902. The
Transportation Director will review the appeal and make a final determination
within thirty (30 days). GO Connect’s review may involve consultation with the
City Attorney’s office.
The individual will be notified in writing about the final determination, the reasons
for it, and the sanctions imposed, if any. The individual can request an appeal of
GO Connect’s final determination. The individual will have ten (10) days to
appeal this decision. This appeal should be in writing and addressed to :
Transportation Director, 926 Dempsey Trail, Oshkosh, WI 54902. The City of
Oshkosh’s Transit Advisory Board will review and make a final determination of
the appeal at the next regularly scheduled Transit Advisory Board meeting.
If a decision is not made within 30 days of completing the appeals process,
transportation is provided until and unless a decision to deny the appeal is
issued.
G. Complaints
GO Transit strives to provide safe, affordable, and dependable transportation to
all users. GO Transit shall not discriminate against an individual with a disability
in connection with the offering of transportation services.
Anyone who believes they have been excluded f rom participation in, denied the
benefits of, or otherwise subjected to discrimination under any GO Transit
program or activity because of their disability may file a complaint with GO
Transit. Federal law requires that GO Transit investigate, track, and report ADA
complaints. Complaints must be filed, in writing, within 180 days from the date of
the alleged discrimination, and will be investigated within thirty (30) days of
1. Complaint Closure Letter: This letter will state that GO Transit is found to be
in compliance with ADA regulations. The letter will include an explanation of
why GO Transit was found to be in compliance, and provide notification of
the complainant’s appeal rights.
2. Letter of Finding: This letter will state that GO Transit is found to be non -
compliant with ADA regulations. The letter will include a summary of
allegations, each violation referenced, the applicable regulations, and a brief
description of proposed remedies and actions taken. If the complainant
wishes to appeal the decision contained in the Letter of Finding, he/she will
have ten (10) days after receipt of the Letter of Finding to do so
If the complainant is not satisfied with the findings and/or actions taken by GO
Transit, the complainant may file his/her complaint with the FTA’s Office of Civil
Rights.
Federal Transit Administration
Office of Civil Rights East Building, 5th Floor-TCR,
submission. While not required, complainants are encouraged to use the ADA
Complaint Form which can be found at www.rideGOtransit.com under the
Special Programs/Riders with Disabilities tab (ADA complaint form) or at our
administrative offices.
Complaints may be submitted by email, phone or in person to the following:
GO Transit
Operations Manager
926 Dempsey Trail
Oshkosh, WI 54902
transit@oshkoshwi.gov
Phone: 920-232-5340
Fax: 920-232-5343
Investigating a complaint includes interviewing all parties involved and key
witnesses. The Transit Operations Supervisor or Manager may request relevant
information such as files, records, electronic information, and other sources of
information from all involved parties. The complainant has thirty (30) days from
the original complaint date to respond to the Transit Operations Manager with the
requested information.
If the Transportation Operations Manager does not receive the requested
information within thirty (30) days from the original complaint date, GO Transit
can administratively close the complaint. The complainant will be informed of the
complaint closure through a registered, return receipt letter.
After the Transportation Operations Manager reviews the complaint and any
additional information, one of two (2) letters will be issued to the complainant
based on its findings:
1200 New Jersey Ave., SE
Washington, DC 20590
(888) 446-4511
www.fta.dot.gov
GO Transit will make reasonable efforts to assist persons with disabilities, non-
English speakers, and others unable to file a written complaint. This document is
available in accessible formats upon request. To obtain paper copies of this ADA
Complaint Process, as well as information regarding these accessible formats or
assistance with completing forms, call GO Transit’s administrative office at 920-
232-5342.
GO Transit prohibits retaliation against individuals because they have filed a
discrimination complaint or otherwise participated in a discrimination
investigation. Any alleged retaliation should be reported in writing to the Transit
Director.
All ADA complaint records will remain on file at the Go Transit office for 7 years
in accordance with the standards and requirements for the management of
records outlined in Chapter Adm. 12 (Wisconsin Statue § 19.21(1)