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

Questions

Scott WisnerCustomer Service Managerswisner@valleymetro.org

602-251-2021