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PROPOSAL TO PROVIDE FIRE/EMS EMERGENCY TRANSPORTATION & RELATED SERVICES ! CITY OF SANTA ANA ' Second Tier Service In the unlikely event that Care's dedicated ambulances and Care's fleet of 143 other ambulances were unavailable for an emergency response in the City of Santa Ana, Care Ambulance has entered into several "Mutual Aid" agreements with separate qualified ambulance service providers doing business in Orange County to provide backup ambulance services. In addition, we maintain a "Master Mutual Aid" agreement with five (5) other licensed Orange County ambulance services, each capable of responding to a request for Second Tier Services. For further details about Care's mutual -aid capabilities, please refer to Item 6: Mutual Aid Providers. Since the beginning of this contract in 2012, Care Ambulance has never used the services of any back-up provider in Santa Ana. We have covered over 130,000 requests for service, without using any services from any other ambulance provider. Response Time Commitment The most critical measure of an emergency ambulance service's performance is its response times. While clinical performance is essential, it is not commonly understood by the public or as easily measured as response times. The key question for most patients and the public is: How long does it take to get an ambulance after making the call for help? It is for that reason that Care agrees to be held to a higher standard. Care Ambulance Service commits to the following response time standards, which exceed the requirements of the RFP: • Code 3 — Care Ambulance agrees that all Code 3, red lights and siren, responses shall not exceed nine (9) minutes and fifty-nine (59) seconds, ninety-three (93%) of the time, reported on a quarterly basis. • Code 2— Care Ambulance agrees that all Code 2, expeditious response without red lights and siren, responses shall not exceed fourteen (14) minutes and fifty-nine (59) seconds, ninety-three (93%) of the time, reported on a quarterly basis. These response -time standards are extremely stringent and concrete. These are not promises that cannot be fulfilled. Unlike, other bidders, these are response -time standards that Care Ambulance achieves today. We provide this level of exceptional service today in Santa Ana, and we will continue do it in the future for the City of Santa Ana. To date in the City of Santa Ana, Care Ambulance Service maintains greater than a 97% response -time compliance standard and has never failed to meet our 9-1-1 emergency contracted response -time obligations, nor been penalized for any sub -standard system performance. Care Ambulance is very confident in our abilities to deliver timely ambulance services and readily agrees to the response time requirements and penalties specified. RFP # 18-059— CARE AMBULANCE SERVICE 250-157 %