1. DMAS should require recipients, especially the Medicaid-Expansion recipients, to make non-urgent-care appointments during OFF-PEAK hours (9:30am - 2:30pm). This will spread the trip density out over more hours so that fewer vehicles are required in the system to complete all trips at PEAK DEMAND. It will also help insure better on-time performance during the Expansion start-up.

2. If DMAS allows Brokers to use UBER/LYFT, then the strict requirements for regular transportation providers (like CPR/1stAid, Defensive Driving, PASS, drug testing, etc.) should be DROPPED. Or, UBER/LYFT should be required to have ALL certifications that are required of the other providers.

3. Providers should not be required to use a particular Broker's AVL/Dispatch software unless it is able to interface with through a standard API with other software. This will keep a provider from having to run multiple software/apps concurrently.

4. If Providers are REQUIRED by Brokers to call them when arriving at a no-show AND WAIT until the Broker contacts the recipient, then DMAS should REQUIRE that Brokers have enough CSRs on staff at PEAK-DEAMND to answer the PROVIDER line in less than 1 minute. Every minute of provider time costs $0.60 - $0.75, and that is expensive when waiting on hold for 5-10 minutes. It motivates providers NOT to call.....

5. Brokers should not be required to provide transportation to recipients that have over a 10% no-show rate in a 90-day period. No-Shows should be tracked at DMAS so that recipients can not switch MCOs or Providers.