![Page 1: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/1.jpg)
ecolane.com © 2016
Kevin DowImplementation Project Manager
How to Get Both Efficiency and
Customer Service Out of Your Provider
Thursday, April 7, 2016
![Page 2: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/2.jpg)
2016
2
Webinar Overview
About 30 minutesFeel free to ask questionsFeedback welcomeSupporting material provided at the end of the webinar
![Page 3: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/3.jpg)
2016
3
Why this topic?We’re asked about efficiency and customer service more than any topicTechnology improvements are changing agency operations constantlyIt’s important to ask the right questions of your providerEcolane strength*
* Only plug for Ecolane
![Page 4: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/4.jpg)
2016
4
What are we hearing?
Agencies struggle with finding efficienciesCustomer service needs constant workHow do agencies ensure that they’re getting what they need?What makes you qualified?
![Page 5: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/5.jpg)
2016
5
Why are we talking?Almost 100 transit software implementationsWe’ve identified some specific agency processes leading to notable gainsWe’re committed to sharing what we know
![Page 6: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/6.jpg)
2016
6
Quick Poll
What scheduling and dispatch software is your agency currently running?
![Page 7: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/7.jpg)
2016
7
Defining Transit Efficiency
Different platforms, different approaches- Ecolane: Efficiency-centric- Trapeze: Integration-centric- RouteMatch: Automation-centric
![Page 8: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/8.jpg)
2016
8
Defining Transit Efficiency
Different agencies, different criteria- Industry standard tends to be rides per:
service hour, rev hour, vehicle hour, etc- What about when drivers are idling?- Amount of deadhead- Utilization of negotiation and on-time
windows
![Page 9: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/9.jpg)
2016
9
Defining Transit Efficiency
Cancellation / No-show rateEbbs and flows of passenger count
![Page 10: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/10.jpg)
2016
10
Defining Customer Service
ConsistencyReliabilityAccessibilityConvenience
![Page 11: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/11.jpg)
2016
11
Metrics of Customer Service
Barriers to entryHold-timesFlexibility to requestsRide time Ride experience
![Page 12: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/12.jpg)
2016
12
Quick PollAre your agency and customer service expectations currently being met?
![Page 13: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/13.jpg)
2016
13
If Your Agency Expectations Are Met…
Are riders being picked up when they expect to be?Are schedule changes communicated to riders in a timely manner?What was the on-vehicle experience?
![Page 14: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/14.jpg)
2016
14
If Your Customer Expectations Are Met…
Too many staff? Undocumented services being provided?Are staff meeting internal standards?
![Page 15: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/15.jpg)
2016
15
You Can Have Both
Measure, measure, measureKeep good recordsAnalyze your dataCut out the waste
![Page 16: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/16.jpg)
2016
16
The Value Proposition of Time Saved
What’s the cost of 30 seconds?
![Page 17: Efficiency in Transit - Ecolane Webinar 4/7/16](https://reader036.vdocuments.net/reader036/viewer/2022062522/5888ef751a28ab87728b6353/html5/thumbnails/17.jpg)
17 2016
Kevin DowImplementation Project Manager
Please visit Ecolane’s blog and website for industry advice,
whitepapers and other supporting materials.
www.ecolane.com