Customer Service Working Group Item 7 – Customer Service Working Group

Background June 2015 - Comprehensive Operational Review of Customer Service October 2016 – Consolidation of all customer service functions to single call center – ALTA Average cost per call dropped from $5.24 to $3.63 $1,000,000 savings annually The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

Customer Service Working Group Board request to form working group to evaluate effectiveness of customer service function Retained Delta Services Group to evaluate and elicit feedback Site visits to ALTA and service provider sites Met with Working Group in July and September Initial Findings Eligibility calls need tighter script, complaint intake requires better system knowledge, but good overall Too many passengers call OMC for ETAs OMC is courteous but needs authority to resolve problems The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

Short Term (1-6 months) Enhance Access monitoring of Alta/OMC Station Access Staff @ Alta Standardize Provider ETA response/accountability* Reinforce “first call resolution” from customer with Providers Develop OMC/ETA monitoring, reporting and KPI* Revise call center scripts and train staff* Provide additional training to OMC staff * Already in progress The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

Medium Term (6-12 months) Customer Campaign: Call providers for ETA Reinforce OMC culture of “problem solving” Study OMC structural options OMC needs enhanced authority and control OMC pinnacle operating authority The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

Next Steps Present periodic updates to CAC, TPAC and Board Amend scope of work requirements and/or develop new request for proposals in 2019 The Strategic Plan aims to lay out the agency’s goals for the next five years Beginning in FY 2019 through 2023 By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.