Quality Assurance: Impartial Review, Analysis and Reporting

Welcome & Introductions Alaina Maciá 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 Right’s Experience 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 Serving as a bridge between various players to help all parties improve Without personnel: Minor issues turn into major issues A cycle of poor processes is a threat

Quality Assurance Model Dedicated Personnel Customized Processes and Reporting Six Sigma Methodology Independent Review & Monitoring Customer Satisfaction Partnerships with Service Providers MTM inputs on top row Outputs on bottom 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 Scope: Safety, Timeliness, Driver Conduct, Vehicle Quality, and Customer Satisfaction Quality Assurance Provided to WMATA in: Complaint intake, investigation, and resolution On-street observations Drug and alcohol policy adherence Call monitoring No-show review Manifest reconciliation review and monitoring Vehicle maintenance auditing Facility inspections Review of mechanic certifications Operator training and performance oversight Report preparation Fare reconciliation/reporting Data sampling and analysis Facilitate corrective action plans 

QA Program Overview QA services delineated into Administrative QA and Operational QA 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) Operational Inspect vehicles for compliance Perform on-street monitoring Conduct Mystery Rider activities Inspect facilities and garages Perform maintenance audits Shared 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 Responding helpfully to customers, even when threatening or abusive Demonstrating an understanding of the customer’s needs Strong communication skills applied to diverse populations Ensuring customer satisfaction

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 Comprehensive weekly and monthly reports detail all occurrences of no shows and late cancellations

Example: Fare Collection & Reconciliation MTM reconciles fare revenue collections and tickets, and validates all reports based on: Fares are reconciled against total revenues to ensure that no losses occur The Principles of Limited Access Specific Individual Accountability Joint Responsibility on Monies MTM identifies the source of the losses and corrects the situation

Example: Fare Collection & Reconciliation, cont’d 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

Alaina Maciá amacia@mtm-inc.net W.C. Pihl wpihl@ride-right.net Questions? Alaina Maciá amacia@mtm-inc.net W.C. Pihl wpihl@ride-right.net