Embed Size (px)
Citation preview
Quality Customer Service Approaches
Scott WisnerCustomer Service Manager
Overview of Mobility Services
• Regional Call Center• ADA Certification• Reduced Fare Program• ADA Platinum Pass Program• Paratransit Operations• Travel Training• East Valley Ride Choice Program
Regional Call Center Deliverables
• Trip planning assistance• Next bus/train arrival information• Complaint processing• Detours• Lost and Found• School Field Trips• General information (i.e. fares, policies, riding
tips, contact information)
Call Center Statistics
• Receives 2.1 million calls annually• Processes 22,000 complaints annually• 37 full time agents; 10 leads/supervisors• Open seven days a week; closed on major
holidays• 1/3rd of agents are bilingual• New agents undergo 5-6 weeks of training
Next Ride
Next Ride Statistics
• IVR—Approximately 70,000 Next Ride arrivals per month (75% success rate)
• SMS Text—Approximately 225,000 Next Ride arrivals per month
• Mobile Web—Approximately 33,000 Next Ride arrivals per month
• Reduced call volumes by 650,000 calls annually—eliminated 4 full time CSRs
Mobility Management Programs
• Mobility Center provides a host of services targeted to seniors and person with disabilities
• Mixed use facility– ADA assessments– Travel Training– Paratransit and Alternative Transportation
programs managed from this location– Reduced Fare site (expedited process only)
ADA Certification Program
• In-person interview and functional assessments• See 425 customers a month• Most accurate way to determine if a person is truly
eligible• Evaluator determines eligibility – Unrestricted– Restricted– Temporary– Not eligible
• Customer has the right to appeal the decision
Paratransit Operations
• East Valley Dial-a-Ride Brokerage– Prime contractor is Total Transit (Discount Cab)– 7 Sub contractors– Offers cities lower transportation solution– Very favorable response from latest survey
• Northwest Valley Dial-a-Ride– Provides cost effective service to smaller
communities– Provides all trips to the Mobility Center
Dial-a-Ride Service Change
• January 19, 2012 Valley Metro Board awarded contract to Total Transit (Discount Cab)
• Change to a Brokerage service model – Pilot project for 2 one-year periods
• Brokerage Service Model – Total Transit to provide up to 50% of trips– Remainder sub-contracted to other transit providers – One non-profit sub contractor required
• Limited Notice to Proceed issued March 28, 2012• Total Transit began providing full service July 1, 2012
17
Results - July through DecemberKEY INDICATORS FY ‘12 FY ‘13 % CHANGE
Trips 101,334 113,509 12.0%
Passengers 110,568 125,340 13.4%
Revenue Miles 935,830 961,207 2.7%
Average Trip Length 9.2 8.5 -7.6%
ADA On-Time Performance 97.9% 97.2% - .7%
Non-ADA On Time Performance 98.9% 99.5% .6%
Overall On-Time Performance 98.1% 97.7% - .4%
Survey Results
19
Helpfulness of phone representatives
Accuracy of information provided by phone representatives
0% 20% 40% 60% 80% 100%
96%
92%
Satisfaction with Phone Representative AttributesVery/somewhat satisfied
2013n=601
Driver's door to door service
Driver courtesy
Ability to drive safely
0% 20% 40% 60% 80% 100%
90%
96%
94%
96%
96%
Satisfaction with DriverVery/somewhat satisfied
2013n=6012011n=566
Type of vehicle sent
Comfort of vehicle
Cleanliness of vehicle
0% 20% 40% 60% 80% 100%
94%
96%
97%
89%
96%
Satisfaction with VehicleVery/somewhat satisfied
2013n=6012011n=566
Survey Results
20
0%
20%
40%
60%
80%
100%
6%6%
16%
2%4%
15%
51%
Quality Compared to Six Months Ago
Much better
Somewhat better
Somewhat worse
Much worse
Same
Did not use service prior to con-tractor change
Don't Know
