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Post on 18-Mar-2020
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Quality Assurance: Bringing Impartiality & Consistency to Transit Operations
Welcome & Introductions
Alaina Maciá
President & CEO
MTM
Brian Balogh
Chief Operating Officer, Transit
MTM
What is the Quality Assurance (QA) Model?
• From paratransit provision to call center, transit agencies are outsourcing more services to achieve cost savings
• A third-party QA partner is the transit agency’s eyes & ears:• Tracks performance metrics
• Analyzes data
• Leads the agency & its contractors through continual quality improvement
Our Background
Expertise that Blends Transit & QA
• Managing transportation since 1995
• 100 contracts in 31 states & DC• QA activities performed in each
• 7.5 million calls per year
• 20 million trips annually
• 1,400+ service providers
• Dedicated transit QA programs in Baltimore & Washington, DC
The QA Model
QA ensures fair, accurate & objective monitoring of services
Key Components
Dedicated personnel
Independent review & monitoring
Six Sigma/Lean methodologies
Results
Customized reporting & data analysis
Increased customer satisfaction
Better partnerships with service providers
Why Third-Party QA?
Verifiable compliance & accountability
Extra layer of neutrality & impartiality—no bias
Improved customer satisfaction & trust
Better productivity from other contractors
In-depth analysis of data & performance
Data integrity
Six Sigma & Lean methodologies
Executive-level thought leadership
Dedicated personnel
Decrease of agency staff workload burden
FTA monitoring & oversight compliance
QA Information Sources
• RSD software
• Camera footage
• Maintenance management software
• Data dashboard software
• AVL/GPS information
• Customer complaint database
• Operational, inspection &observation logs
Three-Pronged Approach
Administrative QA
Operational QA
Shared QA
• Monitor call center performance
• Review late cancels/ no-shows
• Investigate & resolve complaints
• Report accidents & incidents• Oversee fare collection &
reconciliation• Ridership analysis• Billing audit
• Driver qualifications oversight
• Inspect vehicles• Perform on-street
monitoring • Inspect facilities & garages• Perform maintenance audits• Asset management• Analyze vehicle defects &
service interruptions• Review operator reports• Conduct vehicle audits• Monitor maintenance
• Ensure data integrity & accuracy
• Develop ad hoc reports• Conduct customer
satisfaction surveys• Drug & alcohol policy
adherence
Example: Call Center Performance
• AI monitors 100% of calls
• Live & recorded calls are monitored for adherence to:• Protocols
• Timeliness
• Accuracy of information
• Soft skills
Example: Limiting No-Shows
• MTM limits no-shows by tracking, documenting & communicating no-show instances to avoid recurrence
• When a no-show or late cancellation occurs, a No-Show Specialist determines if the occurrence was:
• Occurrences reported to agency for policy enforcement
Correctly performed &
upheld
Correctly performed;
violation excused
Incorrectly performed & invalidated
Example: Reporting & Analysis
• Comprehensive weekly reporting packet compiles raw data & provides opportunities for improvement & training• Call center performance & productivity
• Incident/accident frequency rate system-wide & by service provider
• Safety & street observation analysis by infraction type & by service provider
• On-time performance/late trips
• Out-of-service events
• Customer complaint & feedback trending
The End Results
Send questions to Ashley Wright using the chat function in WebEx
www.mtmtransit.com
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