It depends on the municipality. The GPC contract with San Jose was recently looked at by the powers that be, and the city came to the realization that there was totally inadequate over site. So, instead of cancelling the contract for cause and debarring GPC, which I think should have been done, they are allowing the contract to run its' course with additional over site. It will be interesting to see how that plays out.
I have city people on me like white on rice. I receive constant email, and my shop is less then a half mile from the city offices. It is a frequent occasion when one of the city inspectors, there are four that monitor me, come to my office to check on something. They are always welcome here, and I never have anything to hide. So far, they are thrilled with the quality of work, the HUGE reduction in complaints from the previous contractors, and the approachability that we have. This from the a city inspector that was not one of our proponents at the start. He is a believer now. What is really funny is that our people are producing, and have increase productivity by nearly 50%, going from servicing 35 to 40 stops a day to over 50. What is really curious is that everyone is happier now, because they do not have to find a place to hide to wait out their shift. Since we hired a few of the previous contractors employees, it has been fun watching the paradigm shift, and how guys that were leads with the previous contractors have gone back to a working position. I know that sometimes they want to be lead, but it is what it is, and we wanted to change the culture that they were used to, which is I don't want an employee to be in constant fear of losing his or her job, or thinking that they need to fear the leads. That has probably been one of the hardest things to overcome.
What is really funny is that there are a couple of the previous contractors upper management that have tried to spread the rumor that we are failing, and some poor, ignorant misinformed souls choose to believe the rumors. Since the city has put us in full operation and reduced responsibility meetings faster then they ever have, because we are performing so well, I think that we are probably doing all right.
I do have to say though, I hate reroutes. Imagine trying to coordinate 4100 locations, over 20 drivers, with 6 different service schedules, all while making sure that none are over serviced, and that the communications get back to the powers that be on damage, etc. It is a bit of a pain.