using technology to advance customer service improvements
TRANSCRIPT
NorthEast Passenger Transportation Conference and Expo 2015
Using Technology to Advance Customer Service Improvements
Thursday March 26th 2015
Overview• Serving Bridgeport and the surrounding region with public FR and DR bus
service• 20 local, express and interregional routes• Commuter and transit connections to Rail (Bridgeport, Derby, Stratford,
Fairfield), Ferry (Bridgeport) and other public bus services (Norwalk, Milford)• Special door-to-door service for seniors and riders with disabilities• 57 Fixed route buses• 200 employees
Tech Implementation Needs
• Public Outreach & Communications• Customer Service• Planning & Service Development• Security and Resilience
Public Outreach & Communications• Social Media–Facebook–Twitter
• Email Newsletter• Feedback Forms• Polling/Surveys• Bi-lingual
(English/Spanish)
• Real-time Bus Info–Bus Tracker–Trip Planner
•Website–Alerts (Text & Email)
Impact• Increase in rider
feedback & involvement in public planning process• Increase in community
partnerships & cross-promotion• Uptick in mass media
sharing
• Increased engagement in all digital formats• High use & growth of
real-time info• Increased website use• Community awareness
& improved perception of brand
Internet Engagement
SHARING
Data cited is for 2014 calendar year, unless otherwise noted.
Sharing Example
Mass MediaSHARING to
37,260followers
Social Media Management Tools
Customer Service (On-Board Experience)
• Online Forms for Comments or Complaints (Automatically Databased)
• AVL Tracking• On-board Surveillance• Investigate like an accident
Impact• Easy for customers to give feedback• More detailed investigation and response• Specific topics for operator training• Improved information for performance review and
correction• Identifying requests for new services disguised as
complaints
Customer Service ToolsOnline Report It Form – All entries are automatically databased
Email Autoresponder
Planning & ServiceDevelopment
• Automatic Passenger Counter (APC) data for boardings and alightings
• Automatic Vehicle Location (AVL) data for travel times, cycle length and connecting times
Impact
• Service improvements through correction to travel times
• Ongoing service refinements through APC data• Data for long range planning• Identification of shelter locations through APC
data• Shift from “data-free analysis”
Bus Usage Heat Map
Planimetric Data Overlay
Route Change Comparison
Cycle Length Review
Security
• Facility Surveillance System/Real Time Remote Monitoring
• Veoci – Web-Based Virtual Emergency Operation Center
• Myguardtrax.com
Virtual EOC
GuardTrax
Nextiva
Impact
• Improved management of facilities• Improved and productive relationships with
other community organizations• Improved response to community needs
(hurricanes, blizzards, fires)
Metrics
• Ridership• Preventable Accidents• Trips Per Service Hour• Productivity• Complaints
Ridership
Preventable Accidents
Per 100,000 miles
Productivity
Boardings Per Service Hour (October)
Complaints
Gross Complaints per 100,000 boardings
Northeast Passenger Transportation Conference and Expo 2015
Using Technology to Advance Customer Service Improvements
Thursday March 26th 2015