efficiency in transit - ecolane webinar 4/7/16
TRANSCRIPT
ecolane.com © 2016
Kevin DowImplementation Project Manager
How to Get Both Efficiency and
Customer Service Out of Your Provider
Thursday, April 7, 2016
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Webinar Overview
About 30 minutesFeel free to ask questionsFeedback welcomeSupporting material provided at the end of the webinar
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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
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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?
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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
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Quick Poll
What scheduling and dispatch software is your agency currently running?
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Defining Transit Efficiency
Different platforms, different approaches- Ecolane: Efficiency-centric- Trapeze: Integration-centric- RouteMatch: Automation-centric
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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
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Defining Transit Efficiency
Cancellation / No-show rateEbbs and flows of passenger count
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Defining Customer Service
ConsistencyReliabilityAccessibilityConvenience
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Metrics of Customer Service
Barriers to entryHold-timesFlexibility to requestsRide time Ride experience
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Quick PollAre your agency and customer service expectations currently being met?
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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?
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If Your Customer Expectations Are Met…
Too many staff? Undocumented services being provided?Are staff meeting internal standards?
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You Can Have Both
Measure, measure, measureKeep good recordsAnalyze your dataCut out the waste
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The Value Proposition of Time Saved
What’s the cost of 30 seconds?
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Kevin DowImplementation Project Manager
Please visit Ecolane’s blog and website for industry advice,
whitepapers and other supporting materials.
www.ecolane.com