City of Minneapolis Shared Motorized Foot Scooter Pilot Program Application - ArcGIS Online
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City of Minneapolis
Shared Motorized Foot
Scooter Pilot Program
Application
March 22, 2019
COVER
March 22, 2019
Robin Hutcheson
Director, Public Works Department
LETTER
City of Minneapolis
350 S. Fifth St - Room 203
Minneapolis, MN 55415
Dear Director Hutcheson,
Social Bicycles LLC d/b/a JUMP is pleased to submit the following application for the
City of Minneapolis’ Shared Motorized Foot Scooter Pilot Program.
JUMP, a subsidiary of Uber Technologies, Inc., believes that it is well positioned to
support the City’s effort to expand transportation options for all through this pilot
while promoting behavioral shifts away from individual car use that are consistent
with the climate, safety, equity, prosperity, mobility and partnership goals laid out in
Minneapolis’ Transportation Action Plan.
JUMP was founded in 2010 and acquired by Uber in 2018. Throughout JUMP’s history,
we have always believed that in order for our programs to flourish in a new city we
must first build a strong and collaborative partnership with our local city partners. This
commitment, combined with Uber’s rigorous operations and scale, will allow us to
bring world class service to Minneapolis.
JUMP seeks to offer our shared micro-mobility service in Minneapolis with an
emphasis on expanding equitable access to scooters while promoting public safety
through orderly deployment and rigorous local management.
Proven experience in micromobility and global multi-modal transport
JUMP, in partnership with Uber and with our scooters available directly in the Uber app
as an alternative to car trips, brings significant mobility experience to this application,
along with unique global and local customer reach. In all, since 2013, Social Bicycles
and JUMP have deployed over 30,000 shared bikes and scooters to more than 50
cities worldwide. JUMP adapts to the local needs of the cities in which we operate. As
a scooter option within the Uber app, JUMP is a key part of Uber’s effort to become a
multi-modal platform that includes a full suite of transportation choices for individuals,
not just ridesharing. As the Shared Motorized Foot Scooter Pilot Program progresses,
JUMP and Uber both stand ready to explore additional ways we could actively
help Minneapolis achieve its Transportation Action Plan goals through additional
integrations with public transit and other forms of mobility, such as our comprehensive
electric pedal-assist bike share program.
JUMP in Minneapolis
JUMP is able to supply a fleet of up to 1,000 scooters by the City’s expected launch
date. Our goal is to deploy the service in coordination with the City, and in keeping
with the City’s equity and distribution goals, as outlined in this proposal. JUMP is
committed to a collaborative partnership with Minneapolis and the community. As
such this application includes details about data sharing, our safe riding and parking
compliance plans, as well our local education and outreach plans. Our service will
allow for sharing of the public space for all of Minneapolis, including more vulnerable
jump.com 2
COVER
populations. Depending on the size of our scooter fleet, our operation could include
jobs for up to 45 local JUMP operations team members who will be responsible for
the orderly operation of the system around the clock. This team will be available to
address questions and issues as they arise.
LETTER We strongly believe that our experience and vision for a micromobility system in
Minneapolis will meet or exceed the Council’s expectations.
Please do not hesitate to follow up with me or the JUMP team if you require additional
information.
Sincerely,
Avra van der Zee
Director, Market Entry
JUMP
jump.com 3
TABLE OF
CONTENTS
About JUMP 5
Application Information 6
Application Materials 7
A. Experience and Qualifications 7
B. Privacy Policy, User Agreements, and Terms of Service Agreements 8
C. Data Sharing 9
D. Images and Description of Fleet Scooter 12
E. Images and Description of Mobile Application and Registration/Trip Process 14
F. Pricing Structure 18
G. Scooter Availability and Service Area 19
H. Plan for Safe Riding and Storage of Scooters 21
I. Community Outreach Plan 26
J. Scooter Recharging Plan 28
K. Maintenance and Cleaning Plan 29
L. Hiring and Labor Plan 31
M. Proof of Insurance 32
Appendix A: Plain text, privacy policies 35
Appendix B: Plain text, rental agreement 52
Appendix C: Plain text, terms of service 60
Appendix D: Certificate of Insurance 75
jump.com 4
About JUMP
Founded as Social Bicycles in 2010 in the United States, JUMP has developed high quality pedal-assist bikes, launched the first
dockless e-bike share system in the U.S., grown our business in over 50 cities worldwide, and clocked over five million trips. In 2018,
after nearly a decade of experience as a manufacturer and operator in the shared micromobility space, we began offering shared
electric e-scooters. JUMP is now operating our e-vehicle programs in about 20 cities, with plans for significant expansion in 2019.
JUMP has opted for a thoughtful approach to developing and deploying our services. We have designed, manufactured, and
launched smart equipment designed for shared public use, and we have worked in collaboration with cities and transit agencies
to create shared micro-mobility systems that build upon existing transportation investments.
Following the acquisition by Uber, JUMP is poised to expand our operations and re-define how people move around in their
cities. In Minneapolis, we are committed to partnering with local government to meet our shared goals — including reducing
individual car ownership, expanding transport access, and helping Minneapolis’’ leaders plan future transportation investments.
How We’re Different
1. Pioneer in Innovative Transport: JUMP has always approached shared mobility differently from our peers. In 2013,
well before the explosion of off-the-shelf dockless bikes, we launched our first dockless bike share system with custom
bike share equipment in Buffalo, New York. Since then, we have consistently been an early adopter of cutting-edge
technology, including tailor-made smart-bikes with GPS and cellular connectivity, lock-to stationless design, wireless
reservations, hold-time, and on-bike RFID card syncing. We constantly reconsider, innovate, and improve upon our bikes
and e-scooters with the goal of optimizing for user experience and responsible system design. We intend to bring track
record of continued innovation in Minneapolis.
2. Industry Leading Multimodal Platform with Global Reach: As we continue to roll out micromobility options on the
Uber app, we are unlocking multi-modal potential and alternative transportation optionality for millions of riders around
the world. Data from JUMP in San Francisco has demonstrated that JUMP adoption is directly replacing requests for car
trips through the Uber app, particularly during peak commuting hours. Providing low-carbon alternatives to car trips holds
tremendous potential to improve climate outcomes, support Vision Zero efforts, and make cities more attractive places
to live and do business, increasing mobility and equitable access to opportunities for all people.
3. Experienced Partner with Track Record of Collaboration with Cities: JUMP has always believed that in order to build
and operate the best programs we have to work with and support local goals. We are a willing and transparent partner
and as we work with city stakeholders to design and implement a shared mobility program that listens and responds to
community needs. In San Francisco, for example, the Municipal Transportation Agency (SFMTA) specifically cited our
responsiveness and record of compliance as reasons for expanding the size of our bike share fleet.
Our goal in Minneapolis will be the same: to operate an e-scooter program that is compliant with local regulation and
supports the development of equitable, sustainable, and reliable transportation options. JUMP’s local team is committed
to supporting consistent and transparent lines of communication with the City of Minneapolis.
4. Supported by the Uber Organization: JUMP benefits from Uber’s local and global presence. It can lean on Uber’s
experience, working with cities and serving local communities. Additionally, we will be able to use Uber’s well run and
customer focused support functions including its 24/7 customer support, marketing experts, safety specialists and the
many other local and global expert teams. Uber’s global scale coupled with its deeply rooted local footprint helps to
support our commitment to a reliable and long-term program in Minneapolis.
jump.com 5
Application Information Business Name: Business Phone: Social Bicycles LLC d/b/a JUMP N/A Contact Person: Contact Person Phone: Joanna Jacob 510-703-9993 Market Entry, JUMP (Application contact only. If awarded, please reach out for local general management contact information.) Mailing Address: JUMP 55 Prospect St. #410 Brooklyn, NY 11201 Street Address (if different from above): N/A Email Address: Website: jump-proposals@uber.com www.jump.com jump.com 6
Application Materials A. Experience and Qualifications a. Describe your qualifications to operate a scooter share program including experience operating shared mobility programs in North America. JUMP is a pioneer in the shared-use micro-mobility space, bringing unsurpassed experience as both a manufacturer and operator. Founded as Social Bicycles Inc. in 2010, JUMP has been at the vanguard of the shared mobility industry. Since then, we have developed revolutionary pedal-assist bikes, launched the first dockless e-bike share system in the U.S., grown our business to well over 50 cities worldwide, and has seen over five million trips. As Social Bicycles, we launched over 35 pedal-bike systems around the world, totalling about 20,000 dockless smart bikes. Beginning in 2017, we launched the first JUMP e-bike systems and in 2018, after being acquired by Uber, we expanded our fleet to include electric scooters. In all, since 2013, Social Bicycles and JUMP have deployed over 30,000 shared bikes and scooters to more than 50 cities worldwide. For scooters in particular, JUMP launched our first system under Santa Monica’s pilot program in October 2018. At present, we use a centralized operations model with a local warehouse where our fleet charging, maintenance, and repairs take place. We currently operate scooters in nine cities, with significant plans to expand our footprint this spring both domestically (e.g. Tampa, April 2019) and abroad (e.g. Wellington, New Zealand, June 2019). We hope to bring our approach to scooter share, and our experience in shared mobility more broadly, to bear in Minneapolis. b. Please list any other Minnesota-based agencies or municipalities that you’ve expressed interest or discussed participation in scooter pilots or programs. At this time, JUMP has yet to apply for any other permits in Minnesota. If awarded a permit in Minneapolis, making additional investments in the larger region would quickly become more feasible from a business perspective. c. Please indicate your ability to deliver initially at minimum 500 scooters and maximum 1,000 scooters, including average time needed to procure/in-fleet scooters. JUMP is willing and able to deliver a fleet of any size between 500 and 1000 scooters. We currently have 850 scooters allocated to Minneapolis, but are able to modify the size of the fleet depending on the City’s needs. d. Please indicate your ability to pay annual fee of $100 per scooter, or initial payment of $50,000-$100,000 based on number of scooters allowed. JUMP is able to pay $100 per scooter. However, looking ahead, we would be interested in exploring different fee structures with the City to enable a sustainable long-term business while supporting the City’s needs for administration of the program. e. Are you currently or have been in the past named in any lawsuits involving rider safety or a dispute with a government agency? If so, please list individually here. No, JUMP has not been named in any lawsuits involving rider safety and has not been engaged in a dispute with a government agency. jump.com 7
B. Privacy Policy, User Agreements, and Terms of Service Agreements a. Provide any privacy policies, user agreements, records retention, and/or terms of service in plain text for review. Uber’s current privacy policy can be found online at privacy.uber.com/policy/, and a plain text version is available in Appendix A. JUMP’s current privacy policy can be found online at jump.com/privacy, and a plain text version follows Uber’s privacy policy in Appendix A. JUMP’s current rental agreement can be found online at jump.com/rental-agreement, and a plain text version can be found in Appendix B. Uber’s current terms of service can be found online at www.uber.com/legal/terms/us, and a plain text version can be found in Appendix C. JUMP’s current terms of service can be found online at jump.com/terms, and a plain text version follows Uber’s terms in Appendix C. b. Provide screen shots of all locations where this language would be shared with users including method for obtaining user acknowledgement/agreement. During the JUMP sign-up flow within Uber in-app access to legal documentation (JUMP scooters are currently the Uber app, users have to actively only available in the Uber app), including the Privacy Policy and Terms of accept the JUMP rental agreement Use. terms jump.com 8
C. Data Sharing a. Do you currently comply with the Mobility Data Specification (MDS) and its standards? If the City makes use of MDS Provider, we strongly recommend using the SharedStreets Micromobility Connector to aggregate the data for the protection of individual user privacy. By using SharedStreets’ data aggregation and analysis methods, cities can transform the large volumes of MDS-derived data that is collected from operators and turn that information into useful data sets that support analysis and oversight, all while reducing the privacy and data governance risks associated with the collection of personal movement data. More information about the SharedStreets Connector can be found at https://github.com/ sharedstreets/sharedstreets-micromobility-connector. JUMP currently complies with the MDS Provider standard where required; however, we have noted in each of these instances significant concerns about the level of detail that this standard, in its raw form, may have relative to maintaining users’ privacy. Our team of data sharing and privacy experts would welcome the opportunity to discuss the MDS and the SharedStreets Micromobility Connector in greater detail with the City. b. Provide screenshots of any agency dashboards that you provide to cities in which you operate, including description of data included. JUMP is committed to providing data that supports Minneapolis’s micromobility goals. After launch, JUMP will provide access to our custom dashboard which will allow appropriate city administrators to track aggregated and anonymized information about the JUMP scooter fleet throughout the day. The New Mobility Dashboard is continuously updated throughout the day to allow for a clear understanding of system utilization. The dashboard provides useful information about JUMP’s fleet activities with privacy and data protection protocols already built into the outputs. jump.com 9
c. Please describe any data sharing agreements you have with third parties, including the type of data shared and how it is used by the third party. Uber and JUMP may share customers’ data with third parties only to the extent described in our publicly-available privacy policies (available in Appendix A). For example, Uber and JUMP make use of third party payment processors and we share data with those third parties in order to facilitate the provision of JUMP services. d. Provide screen shots of all locations where this language would be shared with users, including method for obtaining user acknowledgement/agreement. Please see section B, part B for screenshots of where users can find our Privacy Policy in-app. Users can also find the Privacy Policy on the Uber and JUMP webpages, please find screen shots on the following page. jump.com 10
Uber’s Privacy Policy through the website
JUMP’s Privacy Policy through the website
e. Describe how you collect scooter location data including device used to collect such as on-board GPS on scooter,
user’s mobile device, etc...
Each JUMP scooter is equipped with active GPS. While the scooter is in use (i.e. unlocked), the updated GPS data from the
scooter is transmitted every 30 seconds. While the scooter is parked and not in use (i.e. locked), the GPS location information data
is less frequent until the scooters “status” changes (i.e. if the scooter starts moving, if the battery changes, etc.).
jump.com 11D. Images and Description of Fleet Scooter
a. Provide images of all types of scooters you are intending to operate in Minneapolis, including pictures of any safety
language printed on the scooter, the scooter ID, and company logo/contact info.
Scooter Description
JUMP’s powered scooter unit comes standard equipped with the following:
Specifications Features
Frame: Aluminum alloy Max Speed: 15 mph
Motor: 300W front hub Max Loading: 100kg
Brakes: Electronic (front), foot brake Climb angle: 15°
by fender (rear) Handlebar indicator: Multi-color LED
Wheels/Tires: 7.5” (front), 8.5” (rear) Display: LED Screen
solid core tires Shock absorption: Coil spring
Front Light: 1.5W LED white Glide to Start: Motor engage
Rear Light: LED red, always on, flash over 3km/h
during brake Bluetooth: Bluetooth 4.0
Power: Lithium-Ion battery
pack - 368Wh Charger 42V/2A
BMS: Over-heating, short circuit, Certifications: UL/FCC/SAA/CE
overcurrent and Charging time: 3-5 Hours
over-charge protection
Dimensions
Communications module Length: 102cm Width: 43cm
4G cellular modem Height: 113cm Weight: 13.5kg
Accelerometer/Gyroscope
Active GPS
jump.com 1250 mm
Safety information and ID number on a scooter in Austin, TX.
108 mm
Renderings of onboard safety information.
jump.com 13b. Include brand and model for all types of scooters that you would intend to operate in Minneapolis.
At launch JUMP will provide up to 1,000 of the following:
Ninebot, Model #: SNSC1.0 (colloquially known as Ninebot v1)
Looking ahead, JUMP is considering bringing additional scooter models into our Minneapolis fleet, including a different Ninebot
model, or potentially JUMP’s custom designed scooter that is currently under development. In advance of launching a new
model type, JUMP commits to notifying the City and providing additional information.
c. Provide detailed description of safety equipment, including type of brakes (electronic brake, fender brake, cable
brake, etc…) and compliance with equipment required in MN statute 169.225.
JUMP scooter safety features include:
• Brakes: The scooter that JUMP plans to operate in Minneapolis will include both an electric hand brake and a rear fender
mechanical foot brake.
• Lights: The JUMP scooter has lights in the front and rear, as well as reflectors on both sides of the vehicle.
• Battery Cage: JUMP has equipped all of our scooters’ external batteries with a cage that helps to prevent or mitigate damage
and vandalism to the external battery pack.
• Riding Tips Decals: The JUMP scooter includes a decal on the main t-bar encouraging riders to obey traffic laws and notifying
them that sidewalk riding is not allowed.
d. Disclose any recalls or other scooter hardware or software issues which may have impacted user safety.
JUMP explicitly warns riders through the app prior to each rental not to ride scooters down steep hills because high speed can
overpower the electric hand brake, and instructs users to always get off and walk scooters down hills. JUMP reminds users about
the fender brake in the app at the beginning of each scooter trip, and is applying prominent signage to all scooters to highlight
the location of the rear fender brake. We are continuing to evaluate this issue and welcome a more in depth conversation with the
City to discuss this in more detail.
E. Images and Description of Mobile Application and Registration/Trip Process
a. Include description and screenshots of new user registration process.
Please see scooter in-app flow on the pages that follow.
b. Include description and screenshots of trip start and end process, including any differences for first time users.
Please see scooter in-app flow on the pages that follow.
jump.com 14How JUMP Works
Step-by-step screenshots on how to access a JUMP e-bike or scooter
Uber home Mode switcher Nearest scooter selected Rental cost
Select payment method Price confirmation JUMP Terms of Service Data sharing notification
jump.com 15Safety - Where to Ride Safety - Ride with Helmet Safety - Where to Park Safety - Where to Ride
Reservation confirmed Unlock scooter Scan the QR code End ride
jump.com 16End ride reminders End ride confirmation Photo verification
Photo verification Trip summary creation Trip summary
jump.com 17c. Describe process of any alternative access options allowing registration and use by those without a smartphone or
other access to mobile application.
New JUMP users can create an account online, via a computer or other non-smartphone device, through the Uber website.
Users do not need a smartphone to ride with JUMP. With a JUMP account that can be created on a desktop, users can access
scooters with their account number or phone number. Once a user has created an account, they can call into JUMP support to
locate and unlock a vehicle for use. Scooter users will call JUMP to end their trip.
d. How will you verify compliance with registration requirements such as age limit, ID, or payment verification?
JUMP’s rental agreement, and Uber and JUMP’s user terms, require users to be at least 18 years of age. We have risk-based
systems in place to help detect and block suspicious logins. We recently rolled out a new feature: Two Factor Authentication (2FA)
that our users can turn on for every login, not just when one logs into their Uber account from a new device.
F. Pricing Structure
a. Describe trip pricing structure including any low-income or other discounted pricing plans such as monthly
subscription, student, or business discounts.
JUMP’s approach to pricing first and foremost is to be predictable and affordable for all riders. Our Standard Plan and low-income
eligible Boost Plan are as follows:
Standard Plan Currently, our scooters are free to unlock and cost 15¢ per minute of riding.*
Boost Plan $5 per month for 60 minutes of free riding time per day; over 60 minutes, additional
(for eligible low income individuals) use is charged at a time-based rate.*
* Based on factors such as operating costs and user behavior, we will consider adjusting our rates, and will provide appropriate notice to our customers.
JUMP is always exploring additional pricing structures, which can include subscriptions, corporate/bulk discounts, and student
plans; however, at this time, we do not have a standard approach. We are eager to work with the City and other stakeholders to
identify opportunities for partnering with businesses and universities, along with creating programs that support and reward our
consistent users.
b. Provide details of process to sign up for and use low-income pricing and other discounted pricing plans.
Signing up for the Boost Plan is simple. Users follow two easy steps:
1. Email a scanned copy or photo of the appropriate eligibility
documentation to support@jump.com under the subject
“Minneapolis Boost Documentation”
Eligibility varies city to city. For example, in Atlanta, the currently eligibility options are
Atlanta Housing (AH), Georgia Energy Assistance Program (EAP), Supplemental
Nutrition Assistance Program (SNAP). Prior to launch we would identify both state/
local and federal programs that can be used as eligibility qualifiers.
2. Upon confirmation, a JUMP support team member will be in touch
via email with next steps.
jump.com 18G. Scooter Availability and Service Area
a. What are the hours that you would make scooters operational to users?
JUMP has a 24-hour operations team and we typically offer our scooter service 24 hours per day to ensure the best serves to our
riders.
JUMP scooters have approximately a 20-30 mile battery range. Overnight, all scooters with batteries below an 80 percent charge
are picked up. The remainder of the fleet remains available for rental overnight. During the day, all scooters with low battery (in the
15 percent range) are picked up for charging.
b. How would scooters be stored during non-operational hours?
During non operational hours, scooters would be stored in a dedicated JUMP warehouse facility. When scooters are brought
back to our warehouse by van, they are inspected for safety, maintenance, cleanliness, and battery charge. Once inspected and
recharged, they are staged for their next deployment.
c. Considering fleet size above, describe your proposed distribution plan, including:
i. How will you maintain compliance with distribution requirements as listed below:
1. Minimum of 30% of scooters in Areas of Concentrated Poverty (see appendix B)
a. 17.5% in South
b. 10% in North
c. 2.5% in NE
2. Maximum of 40% of scooters in Downtown and surrounding neighborhoods (see appendix C)
3. Remaining 30% of scooters to be proposed by applicant
When developing a service area, JUMP’s urban planners call attention to a city’s historically underserved communities and
investigate opportunities to connect these neighborhoods to commercial corridors and regional job centers. We are also
able to quickly adapt system area boundaries to community needs. Our internal analysis considers a multitude of factors that
can be weighed on a per block basis, including:
• Employment density
• Residential density
• Short Uber rides (managers monitor fleet distribution in real time, and they will direct rebalancing and deployment schedules to ensure the
appropriate fleet percentages in the South, North, Northeast, and Downtown zones identified. In practice, this means that our
daily and shift deployment plans are, in part, determined by these target volumes.
Additionally, this spring JUMP scooters plans to begin offering incentives for users to park their scooter in designated parking
hubs. These virtual hubs are geofenced and users who end their trip within a geofence will receive a credit to their UberCash
account to be used toward any of JUMP or Uber’s offerings including UberX, UberPOOL, UberEats or, of course, JUMP trips.
ii. Provide map of proposed scooter distribution.
Black Line - City Limits
Red Dotted Line - Proposed Service Area Geofence
Blue Polygons - Areas of Concentrated Poverty
jump.com 20iii. Describe methods for deploying and redistributing scooters.
JUMP primarily uses cargo vans for deployment and redistribution of scooters throughout the day. Our morning deployment
shift begins at 5am, sending out a fleet of fully charged scooters. Our afternoon shift (1pm-9:30pm) focuses on rebalancing
and replacing low-charge scooters so that they comply with the local distribution requirements as outlined in part (c) above.
The overnight shift (9:00pm - 5:30am) focuses on low-charge scooter collection. Should the City notice any irregularities
or have any concerns about our local operation, we always provide the City with a direct line of communication to the local
operations team so that we can quickly address any concerns.
H. Plan for Safe Riding and Storage of Scooters
a. Proposed approach to ensure compliance with laws – The Public Works Director or their designee will monitor, to
the level necessary, the degree to which licensee’s users comply with applicable laws, particularly related to riding on
sidewalks and safe parking of scooters. If the Public Works Director or their designee, in their sole discretion, determine
that the licensee’s users are not sufficiently compliant with applicable laws, the licensee may be required to implement
additional measures or may have the license revoked.
Safety is a top priority for JUMP, from field operations policies, to raising awareness and encouraging safe practices and behaviors.
Through comprehensive user education, in-person training, access to free helmets, and incentives, we develop and encourage
safe riding skills.
At JUMP, we believe in a comprehensive approach to safety–one that focuses on people, their respective modes of travel, and
the roads they travel on. JUMP users receive information about applicable legal requirements and safety tips prior to vehicle
access, and continue to have access to safety tips and other resources through a variety of channels. This includes information on
helmet usage, reminders to follow local laws, tips on how to park responsibly, and more.
i. Describe how you will commit to education or training of users in Minneapolis including all methods of
communication such as app tutorials, digital campaigns, and in-person events.
Safety From The Start
When JUMP launches in a new city, we take advantage of our existing network by emailing existing local Uber users about
the availability of new forms of transportation along with safety tips and a link to purchase discounted helmets, as applicable.
These emails have the potential to be viewed by thousands of residents and potential JUMP users within each city.
Dedicated Safety Email
Upon signing up, each rider receives a dedicated safety email that includes applicable traffic laws, riding tips, parking tips, and
a reminder that they can purchase helmets at a discount through partnerships, as applicable. More information is available at
www.jump.com/safety.
Community Workshops
Upon selection and depending on local availability, JUMP can identify local community partners to host bicycle safety
workshops open to all residents. These workshops can be hosted by certified instructors and include both a lecture and a
test ride format.
Dedicated Safety Advertising
JUMP dedicates a portion of our local paid advertising budget towards safety messaging or towards organizations that
promote safe riding and parking.
Additional Safety Messaging Channels
In addition to the above, we include safety information across the following channels:
In-App Messaging
• Onboarding Screens. JUMP has onboarding screens during user sign-up with messaging reflecting applicable laws and
jump.com 21underscoring safety tips.
• FAQ Website. JUMP FAQs answer common questions about parking, locking, helmet use, and more.
• Geofenced No Parking Zones. JUMP can geofence designated areas to display as No Parking Zones for riders in the app.
• In-app Notifications. JUMP notifications warn riders against parking outside the service area or inside a No Parking Zone.
• Push Notifications. JUMP notifications warn riders when they enter restricted zones.
• Photo-proofing. JUMP riders are required to take and submit a photo of the scooter after their trip to confirm proper
parking. Our customer support team can contact and educate users who may not have parked well. Repeat offenders
may be fined and eventually suspended.
On Vehicle
• Scooters. We strategically place information on the main t-bar facing the rider, which includes general safety tips.
• Vinyl Labels. On-vehicle vinyl labels offer tips for riding such as proper locking, helmet usage, age requirements, and one
rider rule.
Online
• Website. The standalone Safety page on our website covers a range of safety tips, including how to park responsibly, at
jump.com/safety
• Help Center. The online FAQ includes safety tips.
Over Email
• Welcome Email. This email provides user safety tips.
• Ongoing Emails. These ongoing emails share safe riding tips and information about helmet giveaways/discounts, and
more.
In Person
• Community Events. Our local team can partner with third party community groups who provide free safety workshops at
local events.
• Field Safety Guides. We can work with the City to identify areas with high bike/scooter utilization and station field staff
there to answer user questions and share safety tips.
ii. Describe how you will commit to encourage helmet use by users in Minneapolis.
Helmets are a critical safety tool for riders. JUMP is committed to supporting access to helmets and reminding riders of the
importance of wearing a helmet when riding.
Discounted Helmets
JUMP can make helmets easily accessible to users by partnering with companies to provide discounted helmet options,
shipped directly to users. If applicable, the helmet partnership can be advertised in numerous locations to maximize user
awareness, such as onboarding emails, safety tip emails, in-app safety section, and via jump.com/safety.
Local Street Team & Free Helmet Giveaway
Upon launch, we can provide a team of local brand ambassadors to be present at high-traffic transportation hubs and
local events in order to distribute safety tip flyers and free helmets. JUMP will also stock a limited number of helmets at
our warehouse to supply to our Boost Plan users, subject to availability, and we can highlight this option to our Boost Plan
members.
In-app Reminders
The safety section of JUMP’s app has screens that remind riders of safe riding tips, including wearing a helmet.
jump.com 22JUMP Marketing
JUMP understands the importance of modeling good behavior. In all of our social
media and marketing imagery, we feature riders who are wearing helmets.
iii. Describe your ability to implement geofences to regulate parking and
speed in targeted areas.
We use geofences to encourage proper riding and parking in a variety of ways:
Service Area A large geofence that encompasses the entire
JUMP service area, visible to riders in the app.
Users will receive a push notification when they
exit the service area geofence, and those that
end trips outside of it may be subject to a fee.
In the event that a regional system is desired,
these boundaries and fees can be discussed
with all relevant stakeholders.
Parking Hubs Parking hubs are geofenced areas that are
visible in-app and help guide users to the
correct parking location. These hubs will be
available within the Uber app later in Spring
2019. We typically locate these hubs based
on utilization and deployment standards. We
would be happy to work with the City and other Example of San Francisco’s service area
relevant stakeholders to think about where this
technology would be best suited across the city.
No Parking Zones We can manage large no parking zones (e.g.
the size of a city block) via geofence. These
are clearly marked in the JUMP & Uber app to
discourage users from leaving scooters there.
Users ending trips in these zones may be
subject to a fee.
Slow Ride Zones We can reduce our scooters’ maximum speed
in our defined service area. We create Slow Ride
Zones based on local regulation, and we can
collaborate with the City on any adjustments to
these zones.
iv. Describe any other scooter hardware or software modifications,
notification systems, infrastructure, or other measures to facilitate user
compliance with laws, with a specific focus on preventing sidewalk riding.
JUMP is actively developing a sidewalk detection feature for our new scooter
model, for widespread deployment later in 2019. We will use vehicle sensor data
that will allow us to assess road conditions during the scooter trip to determine
when a user is riding on the sidewalk. When we detect that a user is riding on the
sidewalk, we will implement a Sidewalk Response Plan (customized with our city
partner), which may include real-time on-vehicle alerts and a tiered user warning
and possible penalty system.
No parking zone
jump.com 23v. Describe how you would monitor compliance, including any technology innovations that allow monitoring, and
how you would address users who are non-compliant.
JUMP will educate riders and non-riders about our system, including how and where to park scooters, and will work closely
with Minneapolis and other stakeholders to help ensure users understand the local requirements. We also support using
permit fees to fund the installation of additional public scooter parking. This will help ensure there is always adequate parking
for dockless and privately owned scooters while also signalling where dockless shared vehicles should be left.
JUMP customer service is notified by field technicians when equipment is improperly parked. Customer service then follows
up with the user via email to remind them to park the vehicle in the service area and keep an orderly right-of-way.
The Customer Support team follows a tiered engagement process that for users who are out of compliance with the terms
of our rental agreement:
• First Report. Reminder of parking guidelines, and a warning that additional reports can result in suspensions/fines.
However, penalties can be waived after the first offense and is used instead as an educational and warning opportunity.
• Second Report. Reminder of parking guidelines, potential fine, and warning that further infractions may result in
suspension or additional fines.
• Third Report. Account suspension.
To track these, we note a user’s account with the event number, date, and a link to the infraction ticket.
vi. For compliance innovations described above, please note locations where this has been tested or implemented.
The multi-channel compliance features mentioned in section H.a.i. above have been implemented in all JUMP cities in ways
that are relevant to the local context. We look forward to working with the City of Minneapolis to implement our approach to
compliance in a manner that will support the City’s micromobilty goals.
b. Describe how you would phase in additional measures if your initial approach does not achieve desired levels of
compliance.
If the above strategies are considered insufficient, we would appreciate the opportunity to work together with the City of
MInneapolis and local stakeholders, including other vendors, to discuss building more comprehensive compliance measures.
Possible additions can include:
• Increase on-street presence with additional brand ambassadors to remind riders, especially in high traffic areas, about the
rules of the road. These ambassadors could also provide helmet discounts and other JUMP swag.
• Increase customer support educational engagement and penalties remind riders about safety messaging and local riding
and parking regulations.
• Implement videos or other visuals during onboarding that demonstrate proper etiquette. These videos would continue to be
available within the FAQ section of the app and website for future reference.
• In-app sign-up consent to specific regulations, triggering users to actively acknowledge key requirements and understand
infraction consequences.
• Work with the City of Minneapolis and the other selected vendor(s) to develop parking compliance-related metrics to be
jump.com 24included in monthly reports that help track the success of scooter parking goals and support the City’s access priorities.
c. Describe any methods for both users and non-users to report parking or riding complaints and crashes involving
scooters.
Each scooter has contact information (both phone and email) that users and non-users alike can use to reach out to our customer
support team. JUMP’s customer support team is in direct communication with our local operations team, facilitating the resolution
of any on-the-ground concerns. We ask riders to contact us via phone or email with information regarding a crash, though we
recommend first dialing 911 in the event of an emergency. Additionally, we will provide the City with a phone number that will
directly link them to our local operations team, should the City have any pressing concerns.
d. Describe your response plan for inclement or emergency weather?
JUMP local operations teams track local weather on a daily and weekly basis in order to best plan for short and longer term
weather changes. When a major weather event is detected, JUMP’s local team does the following:
• Lock down scooters in the field. Our fleet management software enables us to adjust the status of all vehicles in the city
simultaneously, rendering the scooters inoperable to the general public.
• Remove scooters from the field. JUMP local operations team recovers scooters from across the service area and returns
them to the JUMP managed local warehouse.
• Hold redeployment. Until the weather event passes, JUMP’s local team will instead focus efforts on repair and maintenance
of the fleet as needed in the warehouse.
• Resume deployment. After the weather event has passed, and pending adequate riding conditions, JUMP’s operations
team will redistribute the scooters where appropriate within our service area.
jump.com 25I. Community Outreach Plan
a. What community outreach would you plan to do with stakeholder groups, businesses, and residents in the
neighborhoods you are considering serving? Please specifically address how outreach would address the following:
i. New user education including safe riding and parking behavior
JUMP users receive information about applicable legal requirements and safety tips prior to their first ride. This includes
information on helmet usage, reminders to follow local laws, tips on how to park responsibly, and more. There are multiple
safety tip touch-points prior to and after starting to use JUMP, including:
• In-app onboarding includes the following tips for new riders:
• We also send along a welcome email to new riders with rules of engagement and safety tips
• Each scooter has safety information displayed (e.g., vinyl labels)
• Users can easily navigate to additional safety tips in-app and also find our FAQs online
• JUMP maintains a webpage that is dedicated to Safety on our website, at jump.com/safety
ii. Low income pricing or alternative access (non-smartphone, cash payment) options
JUMP’s Low-Income Plan
As described earlier, JUMP’s income-eligible Boost Plan is designed to make JUMP programs more accessible to more
residents. Our community outreach events with local partners facilitate communication about the Boost Plan to the intended
audiences. In Minneapolis, we will work to publicize the Boost Plan through partnerships with community groups. We are also
working to design a broader marketing campaign for the Boost Plan and will share more information once available.
Smartphone Free Access
As described above, users do not need a smartphone to ride with JUMP. Once a user has created an account, they can call
into JUMP support to locate and unlock a vehicle for use. Our local community engagement team can recommend this
service to users and more information is available through our customer service and FAQ portals.
Cash Payments
Users can easily use their UberCash account to pay for a JUMP trip. One’s UberCash account can be refilling using Uber gift
jump.com 26cards, which can be purchased at over 70,000 stores nationwide. Our local community engagement team can recommend
this service to users and more information is available through our customer service and FAQ portals.
iii. How to report feedback including documentation of inappropriate riding/parking behavior or crashes
Each JUMP scooter is clearly marked with customer support information. Riders and non-riders alike are welcome to reach
out to us when they notice improper riding or parking behavior. Our customer support team is in close communication with
our local operations team and will notify them about any concerning activity. Our customer support team tracks all inbound
messages to allow for aggregated reporting.
In addition to live customer support, our mobile app has an in-app feature that allows for users to report a number of
concerns including parking complaints, maintenance and repair issues, and more.
b. Describe how community outreach plan would be delivered. Include details of who would be responsible such as
hired staff, contractors, or local advocacy groups.
At JUMP, expanding access to sustainable, equitable, and new transportation options is one of our core tenets — and we
understand that in order to meet local needs we must work those who know the community best. Our community outreach starts
with building relationships with, listening to, learning from, and supporting people who live in cities where we operate. Furthermore,
we are committed to working with groups that have been historically marginalized in the U.S. — particularly low-income residents
and communities of color.
JUMP’s regional marketing team takes on local partnership development with local organizations and also brings on local JUMP
brand ambassadors to support our efforts at events. Together with the local operations team, the JUMP marketing team takes
a multi-faceted approach to ensuring comprehensive community engagement, which includes multi-channel representative
messaging, event organizing and attendance, building partnerships, and local hiring.
We look forward to working with the City of Minneapolis and its many local organizations that are dedicated to creating an even
more livable city.
Engaging locally
JUMP is committed to providing access to JUMP scooters across Minneapolis’s various communities. This will require involvement
and input from organizations already operating within the communities. There is a robust and experienced bicycle and pedestrian
advocacy community in Minneapolis, its surrounding areas, and across the state. JUMP seeks to work with these kinds of local
organizations that have spent years developing relationships with the community. These organizations are best positioned to
lend their expertise and/or local connections as we build a strong, sustainable, community-based coalition that expands the
reach of equitable and comprehensive mobility. For example, in San Francisco, we have been in contact with affordable housing
organizations, at-risk youth groups, formerly incarcerated employer groups, educational groups, local businesses, neighborhood
arts groups, legal advocacy groups, food access groups, schools, youth clinics, neighborhood economic development
organizations, and others.
In Minneapolis, we hope to partner with Our Streets Minneapolis to support their efforts to expand a community that doesn’t
rely on personal cars and is committed to supporting the MInneapolis’s Vision Zero goals. We are also excited to engage with
business improvement districts like the Minneapolis Downtown Improvement District to make sure that our service aligns with
their businesses’ goals and with groups like the Downtown Minneapolis Neighborhood Association to work with them to address
education and safety issues. We also hope to work with workforce development organizations to support the 40+ person local
operations team we anticipate having in Minneapolis.
Community Events
JUMP employees see local events as an opportunity to directly engage with the public to demonstrate and explain our approach
to shared mobility. To ensure that as many people as possible have access to scooters, our goal is to establish and maintain
relationships, especially with community groups in underserved communities.
jump.com 27During these events, we introduce our system to attendees,
allow people to test ride our scooters (helmets provided),
seek to understand how our services can most effectively
help the community’s mobility needs, and also better
understand how we can respond to and mitigate potential
issues related to our service. We participate in local events to
build relationships and broaden coalitions, gather feedback
and answer questions, and most importantly connect and
have fun with our neighbors.
Additionally, JUMP works in partnership with community
groups, hosting or partnering on local events to demonstrate
how JUMP works, and how to properly and respectfully
complete a ride. In Minneapolis we would look for
opportunities to host a series of neighborhood events
such as “Neighborhood Ride-Alongs,” “Lunch and Learns,”
and “JUMP Drops”. These neighborhood events focus on
teaching people how to sign up, review safety and rules of
the road, test-rides, and presentations on the importance of
micromobility.
J. Scooter Recharging Plan
a. Describe how scooters will be recharged, specifically
addressing the following:
i. How will you know when a scooter needs to be
recharged?
Our fleet management software lets us set a threshold
for minimum battery level, when the battery level drops
below this threshold from a previous trip, the scooter
automatically changes status and will not allow customers to rent a scooter. Instead, our operations team is notified and that
scooter is prioritized for pick-up and recharging. At launch, we set this threshold high (e.g. 30% battery capacity) to ensure
that all the available scooters are at a level that we believe will result in a great user experience, then as we adapt to the needs
of the local context, we adjust the threshold accordingly as we begin to understand the average ride distance and duration.
ii. Will independent contractors be used to charge scooters? If so, describe the incentive structure for charging
scooters and any information provided to contractors concerning safe charging practices.
JUMP plans to launch in Minneapolis with a centralized operations team that is staffed by our employment partners; for
more information, please see Section L. However, looking ahead, JUMP is piloting a scooter charging model that includes
independent contractors in order to develop best practices. It is possible that in the future this operations structure could be
used in Minneapolis, though at this time we do not have any plans to implement it upon launch in Minneapolis.
iii. How will you minimize potential negative impacts associated with practices related to collecting, redistributing,
and recharging scooters?
With JUMP’s primary operating method having full fleet operations out of a designated warehouse, we have close oversight
of all aspects related to collection, redistribution and recharging. Local operations staff are trained by JUMP (Uber) staff
jump.com 28that have experience with these practices in multiple markets. This detailed training delivered to the field operations teams
minimizes potential negative impacts and allows for quick distribution of new market knowledge as needed.
iv. Do you have a means to document new vehicle miles travelled due to collecting, redistributing and charging
activities?
Yes, we can monitor our vans’ vehicle miles traveled (VMT) and carbon emissions by tracking gasoline usage, and work to limit
our VMT through more efficient routing of scooter deployments by leveraging data from other Uber programs.
v. Describe any type of clean energy partnerships or carbon offset programs you have in place to offset impact of
charging or fleet activities, including those cities served by the partnership or program.
Uber’s Step Up Declaration
At the 2018 Global Action Climate Summit, Uber signed
the Step Up Declaration and became part of a coalition
of the world’s leading companies committed to reducing
carbon emissions. Our bike and scooter programs,
along with Uber’s electric vehicle programs, are at the
core of Uber’s strategy to reduce the carbon intensity of
passenger miles traveled on our platform.
From the beginning, JUMP designed its products with
durability and sustainability in mind. Our principles of
sustainability related to vehicles are as follows:
• Design for modular replacement to extend the life of
core components.
• Engage in smart operations and maintenance to
lengthen the useful life of our vehicles.
• Commit to a robust recycling and reuse plan.
In addition, JUMP takes measures to reduce the
environmental impact of operations, and has a
comprehensive approach to waste management as
related to vehicle durability and recycling.
K. Maintenance and Cleaning Plan
a. How will you know when a scooter needs maintenance?
Scooters receive maintenance checks on a near daily basis
when they come into the JUMP warehouse to be charged.
Our goal is to run a standard safety and maintenance check
on each scooter as it returns to the warehouse. This near daily
check allows us to identify any required maintenance issues
before they become problematic and help us to maintain a
jump.com 29healthy fleet with high degree of control. We track all maintenance records for individual scooters, which allows us to anticiapte
when scooters will need additional, more in depth preventative maintenance.
b. Describe approach to maintenance, cleaning, and repair of scooters, including average scooter and battery lifespan.
JUMP aims to have the most reliable and easy to use scooter share program on the market. Our operations teams specialize in
micro-mobility and are locally hired and trained to manage the unique characteristics of each city and vehicle type. We track
maintenance through three main channels:
• Proactive Maintenance. Field staff perform daily rounds while rebalancing scooters and checking battery levels. The
operations team monitors scooters in the field and performs a basic maintenance check when each scooter returns to the
warehouse (at least once every two days) to ensure that scooters are fit for riding.
• Mobile App Reports. Users can flag JUMP vehicles in need of repair. Maintenance notifications are routed directly to
operations and dispatch. The flagged vehicle immediately appears on the operations team’s map with a unique icon
triggering the need for attention. Our operations team is directed to resolve the issue, and, if necessary, notify JUMP customer
service to follow up with the last user.
• Customer Service. JUMP provides 24/7, 365-day customer support. Users may provide feedback before, during, or after
a trip in the Uber app. Each vehicle has contact information that allows both users and non-users to contact our customer
service team in the event of a maintenance issue. Our customer service team is in direct contact with our local operations
team and facilitates pick-up of reported vehicles.
Maintenance Overview
Maintaining a safe and clean fleet for public use is a top priority at JUMP. The JUMP operations team consists of two main groups:
field technicians and maintenance technicians. The former focus on rebalancing and deploying charged e-scooters strategically
across the service area, while maintenance technicians focus on repairs, mechanical work, and adjustments for scooters in the
workshop.
The basic JUMP Maintenance Plan includes:
Pre-Deployment Before vehicles are re-deployed into the field, the operations team performs a multi-point
Inspection inspection at the workshop facility to ensure the unit is safe and fit for riding. Vehicles are also
cleaned before deployment.
Field Maintenance Field technicians perform daily rounds while rebalancing and checking battery levels. They
perform basic adjustments in the field as needed to ensure that vehicles are properly positioned,
and clean and otherwise suitable for riding. For vehicles that require more in-depth service,
technicians collect, and return them to the maintenance facility.
If the vehicles cannot easily or safely be repaired in the field, it will be transferred to the repair
facility. Parts are replaced by Maintenance as needed and the vehicle will undergo the Pre-
Reported Repair Deployment Inspection before re-entering service. Repair activities are logged for future
reference.
Preventive Preventive maintenance tasks are performed routinely on vehicles that are otherwise in a rideable
Maintenance condition. This maintenance happens both in the field and at the JUMP warehouse. An example is
checking tire tread depth to ensure traction and safe riding.
Lifespan
Scooter models describe typical lifespan through the number of “charge cycles” that the battery can receive before becoming
operationally infeasible. Our current scooters can receive 500 charge cycles. Many in-market external factors can impact the
actual (rather than typical) lifespan of a JUMP e-scooter such as vandalism, theft, and overly aggressive riding. We will not be able
to accurately determine the impact of these factors (in the context of Minneapolis) until we have launched, but we do expect that
they could be substantial. Proper maintenance and good operational processes will be key to maintaining the scooters’ lifespans.
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