1. Introduction

    These policies and procedures are guides to assist in the governance of the Washington County Shared Ride Taxi Service. These policies and procedures are adopted by the Washington County Public Works Committee and maybe modified by that committee upon a motion approved by a simple majority vote at any meeting of the committee where a quorum is present.  Revised policies and procedures shall be distributed to providers upon modification.

  2. Definitions

    The following words or phrases are defined as follows when used in these policies and procedures.

    1. County = Washington County or the Washington County Highway Department

    2. Provider = An individual or entity that enters into a contract with the county to provide a service

    3. SRT = Washington County Shared Ride Taxi

    4. SEWRPC = Southeast Wisconsin Regional Planning Commission

    5. Public Works Committee or Committee = Washington County Public Works Committee 

    6. WisDOT = Wisconsin Department of Transportation

    7. FTA = Federal Transit Administration


  3. Organization Overview

    Washington County Transit is a small transit provider/Tier II provider, with fewer than 100 vehicles in revenue service during peak regular service across all route modes. Washington County Transit is a division of the Washington County Highway Department.  Washington County Transit is staffed by the Transit Manager, under the direction of the Washington County Highway Commissioner and the Public Works Committee.

    The primary responsibilities of the Transit Manager are 1) oversight of the Transit operations contracts; and 2) compliance with Federal and State grant requirements. The Transit Superintendent is the primary transit contact for Federal and State agencies, planning commissions, community-based transit initiatives, and transit customers.

    Washington County Transit provides one mode of transportation: Shared Ride Taxi (SRT). The service is operated by a contracted provider. Funding for Washington County Transit Services is provided through operational grants from the FTA and WisDOT, rider fare revenues, and Washington County tax levy.


  4. Operations

    The County shall enter into a contract with a Provider to operate the SRT. Contracts with Providers can be for any duration deemed beneficial to the county.  Contracts with Providers must be approved by the Public Works Committee in order to be valid after the appropriation of funds to operate the SRT.

    The County shall strive to maximize the use of state and federal funds to cover the costs of providing SRT services. To that end, the County and its Providers shall comply with all applicable state and federal regulations to the fullest extent possible. Such state and federal regulations shall include but not be limited to accommodations for individuals with disabilities, equal employment opportunities, and anti-discrimination laws.


  5. Fares

    SRT fares shall be as follows beginning at 12:01 AM on January 1, 2024

    * Fares shown below are per one-way trip.

    Distance Senior/Disabled Adult Student
    5.0 miles or less $3.00 $10.00 $4.00
    5.1 to 10.0 miles $4.00 $15.00 $5.00
    10.1 to 15.0 miles $5.00 $20.00 $7.00
    15.1 to 20.0 miles $6.00 $25.00 $8.00
    20.0 miles and over $7.00 $30.00 $9.00

    • Seniors are those age 60 and over, and disabled of all ages.
    • Adults are any persons age 18-59 years.
    • Students are five (5) years through high school.
    • Children age 4 and under will ride free, but must be accompanied by a responsible adult.
    • $3.00 surcharge for trips into Ozaukee County, arrange return trips with Ozaukee County Shared Ride Taxi.
    • Purchase a $20 Discounted Punch Card (Value $23) from the drivers.
    • Purchase a $60 Discounted Punch Card (Value $70) from the drivers.

    Punch cards can be purchased from the SRT driver and from the SRT dispatch office. Only cash or check are accepted as payment for the SRT.

    The County may amend the fares for the SRT upon a motion approved by a simple majority of the members present at any meeting of the Public Works Committee and written notice to the Providers. Changing of fares also requires a public meeting per the Federal Transit Administration and related FTA rules and regulations. This meeting may allow public comment.


  6. Hours of Operation

    SRT services shall be provided from 5:00 AM to 10:00 PM on weekdays and Saturdays except holidays listed and from 8:00 AM to 4:00 PM on Sundays except holidays listed.  Extended service shall be provided on Fridays and Saturdays from 10:00 PM to 1:00 PM.  Extended service may also be provided for at least the following special events: New Year’s Eve, St. Patrick Day, Washington County Fair Week, and other events as they present themselves.


    The following are considered holidays on which no  SRT services will be provided: Easter, Memorial Day, Labor Day, Independence Day, Thanksgiving Day, Christmas, and New Year’s Day.

  7. Area of Service 

SRT services shall be provided throughout Washington County and to selected locations in northern Menomonee Falls.  Menomonee Falls service area boundaries include Maple Road on the west to Pilgrim Road on the east and to Menomonee Avenue for the southern border. SRT provides connection service to MCTS at the Menomonee Falls Park and Ride Lot at US 41/45 and Pilgrim Road.

Washington County SRT shall not duplicate service provided by another municipality. Therefore, no service shall be provided for trips that begin and end within the City of West Bend, within the City of Hartford, or within the Village of Menomonee Falls, with the exception of door to door (specialized transport) within the City of Hartford. The City of Hartford Taxi does not provide door to door service. Additional exceptions to this policy require the implementation of a memorandum of understanding with the municipality providing duplicate services.


Rider Responsibilities


The use of tobacco products in any form, alcohol, or controlled substances is prohibited on any SRT vehicle. The County reserves the right to refuse service to anyone who violates this prohibition.


1.Having the required fare for the ride.

2. All rides must be scheduled with the dispatcher. Riders will need to provide the following information:

a. The date taxi is needed
b. The time of day desired to be picked up or needed to make a scheduled appointment time
c. Name of rider
d. Pick-up address (entrance must be designated if there is more than one)
e. Destination address (drop-off entrance must be designated if there is more than one)
f. Number of passengers
g. Rider’s phone number
h. If a wheelchair accessible van is needed, (no wheelchair provided)

3. All passengers must be dressed, ready and waiting for pick-up. If a rider is being picked up from a public building, health care facility, or nursing home, they must be waiting in the lobby.

4. Specialized service will be available for individuals with disabilities who require special door-to-door assistance from the taxicab operator within all of Washington County and the northern portion of Menomonee Falls.

5. Notice must be given when making a reservation if the passenger is in a wheelchair or requires special door-to door assistance. A one-day advance reservation is requested for specialized service.

6. Additional time will be needed to load and unload passengers in a wheelchair.

7. Residents of a skilled nursing facility will not be transported unless they are accompanied by a care giver, an attendant, or a family member. A resident requiring such skilled care is outside the scope of driver’s training.

8. SRT service provides pick-up and drop-off transportation.

9. SRT vehicles accommodating passengers are not permitted to access “drive-up” or “drive-through” facilities, at any time. Examples of these facilities include, but are not limited to, bank/credit union drive-up windows or ATM’s, drive-through prescription pick-up windows, or fast food drive-through windows.

10. All SRT passengers are to act and behave appropriately while utilizing taxi services. SRT Services has zero tolerance for inappropriate behavior.

11. If a passenger becomes offensive, threatens others, or is otherwise disorderly, SRT provider will report the incident in writing to the County. The County shall have the right to refuse service or impose suspension from use of the SRT.

12. If a passenger becomes physically abusive to driver or others, driver shall immediately notify dispatch who shall contact law enforcement.

13. Suspensions for eligibility to use the SRT are given by the Transit Manager. Appeals regarding suspensions of service can be made in writing to the Transit Manager.

14. A No Show is defined as: (1) the client not being present when driver arrives for pick up. (2) the client not being ready within 5 minutes of when the driver arrives for your scheduled pick up time. (3) the client calls to cancel a ride less than one (1) hour prior their schedules pick up time or cancels the ride at the door when the driver arrives. (4) not having the required fare for the ride.

15. Note about pick up times: If one has an appointment pick up, this means the shared ride taxi could arrive 1 hour prior to your appointment time. For example one has a doctor appointment or a start time for work; let’s say for 9:00am. This means that the shared ride taxi could arrive as early as 8:00am to make sure you arrive at your appointment time. A regular pick time has a 30 minute window. For example if one requests a pick up time for 3:00pm, the shared ride taxi could arrive from 3:00pm to 3:30pm. On the day of your ride, one can always call to confirm a more exact pick up time so one does not have to worry about a no show
16. When the shared ride taxi driver arrives for a client and the client cannot be located, the driver will notify dispatch the client is not present. At that time dispatch will attempt to contact the passenger. If the client cannot be contacted within three minutes, the driver will be advised by dispatch of a No Show and proceed on with their route. Note: at no time will shared ride taxi “no show” a dialysis client unless advised by the client and/or the dialysis clinic.

17. Three No Shows occurring within a rolling 60-day period will result in a 21-day suspension of service.

18. After the first two No Shows within a rolling 60-day period, dispatch will call the client and issue him/her a warning and advise the client of the no show policy.

19. After the third No Show a 21-day suspension will be instated by the County Transit Manager.

20. The client can either appeal the suspension for reinstatement, in writing; to the Washington County Transit Manager, 900 Lang Street, West Bend, WI 53090 (the appeal must address all 3 no shows). OR

21. The client can be reinstated for service and have the suspension lifted by paying a fine of $10.00. The no show fine must be paid to the driver when the client schedules their next ride or in person at the shared ride taxi dispatch office (2151 W. Washington Street, West Bend, WI 53090). The client must notify dispatch that this is the action the client will be taking. If the fine is not paid at the client’s next scheduled ride the client will not be able to ride until the fine is paid.

22. Further habitual violations and/or excessive No Shows may result in additional periods of suspension of service up to and including ineligibility to use the Shared Ride Taxi Service.