Customer Service Call Center Update

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 Spring 2018 – Board recommends formation of Customer Service Working group Access retains consultant to assess current Customer Service Call Center model 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 October Initial Findings 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.

Recommendations from Delta Group 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.

Recommendations from Delta Group 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 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.

Specific Changes Implemented Related to Immediate Service Issues Service Providers Revised ETA process ETAs provided within 20 minute window Customers not placed on hold calling for ETAs 20 ETA calls per region monitored each month ALTA OMC First ETA is provided through WMR reducing time on hold for ETA Back Up Trips Revised SOP to empower OMC staff Encourage staff to use judgement vs. procedures Revised call review process with revised rating system and ALTA follow up 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.

ETA Trending with Service Providers 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.

ETA Trending with ALTA OMC to Service Providers 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 Access staff person on site at ALTA/OMC Receive final report from Delta Use recommendations from final report and working group to develop RFP for Customer Service Call Center & OMC Continue monitoring: KPIs Trending from changes to ETA process with service providers and ALTA Continue to present periodic updates to CAC, TPAC and Board 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.

Questions? 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.