Ensuring Quality with Third-Party QA Services
Providing impartial reviews and analysis, third-party Quality Assurance (QA) services play a crucial role in monitoring transportation providers, responding to passenger complaints, and ensuring customer satisfaction. Learn how QA programs help manage vast amounts of data efficiently and maintain service excellence.
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Presentation Transcript
Quality Assurance: Impartial Review, Analysis and Reporting
Welcome & Introductions Alaina Maci President & CEO W.C. Pihl Vice President of Business Development Email sschaetzel@mtm-inc.net with questions, or use chat function on WebEx
MTM & Ride Rights Experience MTM Managing transit services since 1995 28 states & DC 8 million calls & 14 million trips annually 1,400 service providers Ride Right Established in 2009 Vehicles in 12 states 1 million trips per year
Why Third Party QA? Today s technology provides huge amounts of data we need to break it down into a digestible format A third party expert can be a partner to other contractors and the agency at the same time Dedicated personnel respond to passenger complaints, monitor transportation providers, and oversee call center performance
Quality Assurance Model Independent Review & Monitoring Dedicated Personnel Six Sigma Methodology Customized Processes and Reporting Partnerships with Service Providers Customer Satisfaction QA ensures fair, accurate, objective monitoring of services.
QA Information Sources Reservations/Scheduling/Dispatch Software Camera footage (incident based and steady rolling) Maintenance Management Software Data dashboard software AVL/GPS information Customer Complaint Database Operational logs
Washington Metropolitan Area Transportation Agency (WMATA) MetroAccess Program Approach Multiple Providers Location Washington D.C. Annual Trips 1.9 million trips Number of Vehicles 675 vehicles in service Safety, Timeliness, Driver Conduct, Vehicle Quality, and Customer Satisfaction Scope:
QA Program Overview QA services delineated into Administrative QA and Operational QA Operational Shared Administrative Monitor call center activities Review late cancellations and no shows Investigate and resolve complaints Report accidents and incidents Oversee fare collection and reconciliation Mediate with involved union(s) Inspect vehicles for compliance Perform on-street monitoring Conduct Mystery Rider activities Inspect facilities and garages Perform maintenance audits Ensure data integrity Develop reports Facilitate corrective action plans Conduct customer satisfaction surveys
Example: Monitoring Call Center Activities Live and recorded calls monitored for adherence to protocols, timeliness, accuracy of information, and soft skills
Example: Monitoring No Shows MTM limits no-shows by educating customers on how the behavior is detrimental to their community When a no-show or late cancellation occurs, a No-Show Specialist determines if the occurrence was: Correctly Performed and Upheld Correctly Performed, Violation Excused Incorrectly Performed and Invalidated
Example: Fare Collection & Reconciliation MTM reconciles fare revenue collections and tickets, and validates all reports based on: Joint The Principles of Limited Access Specific Individual Accountability Responsibility on Monies Fares are reconciled against total revenues to ensure that no losses occur
Example: Fare Collection & Reconciliation, contd In Raleigh NC, QA oversight is provided for 38 taxi providers Trip information is reconciled for proper mileage documentation and fare collection By conducting careful overview of these aspects, MTM has taken action to rectify fraudulent billing activities QA saved the city $55,000/month
Questions? Alaina Maci amacia@mtm-inc.net W.C. Pihl wpihl@ride-right.net
