Quality Customer Service Approaches Scott Wisner Customer Service Manager

Overview of Mobility Services Regional Call Center ADA Certification Reduced Fare Program ADA Platinum Pass Program Paratransit Operations Travel Training East Valley Ride Choice Program

Regional Call Center Deliverables Trip planning assistance Next bus/train arrival information Complaint processing Detours Lost and Found School Field Trips General information (i.e. fares, policies, riding tips, contact information)

Call Center Statistics Receives 2.1 million calls annually Processes 22,000 complaints annually 37 full time agents; 10 leads/supervisors Open seven days a week; closed on major holidays 1/3 rd of agents are bilingual New agents undergo 5-6 weeks of training

Next Ride

Next Ride Statistics IVR—Approximately 70,000 Next Ride arrivals per month (75% success rate) SMS Text—Approximately 225,000 Next Ride arrivals per month Mobile Web—Approximately 33,000 Next Ride arrivals per month Reduced call volumes by 650,000 calls annually—eliminated 4 full time CSRs

Mobility Management Programs Mobility Center provides a host of services targeted to seniors and person with disabilities Mixed use facility – ADA assessments – Travel Training – Paratransit and Alternative Transportation programs managed from this location – Reduced Fare site (expedited process only)

ADA Certification Program In-person interview and functional assessments See 425 customers a month Most accurate way to determine if a person is truly eligible Evaluator determines eligibility – Unrestricted – Restricted – Temporary – Not eligible Customer has the right to appeal the decision

Paratransit Operations East Valley Dial-a-Ride Brokerage – Prime contractor is Total Transit (Discount Cab) – 7 Sub contractors – Offers cities lower transportation solution – Very favorable response from latest survey Northwest Valley Dial-a-Ride – Provides cost effective service to smaller communities – Provides all trips to the Mobility Center

Dial-a-Ride Service Change January 19, 2012 Valley Metro Board awarded contract to Total Transit (Discount Cab) Change to a Brokerage service model – Pilot project for 2 one- year periods Brokerage Service Model – Total Transit to provide up to 50% of trips – Remainder sub-contracted to other transit providers – One non-profit sub contractor required Limited Notice to Proceed issued March 28, 2012 Total Transit began providing full service July 1,

Results - July through December KEY INDICATORSFY ‘12FY ‘13% CHANGE Trips 101, , % Passengers 110, , % Revenue Miles 935, , % Average Trip Length % ADA On-Time Performance 97.9% 97.2% -.7% Non-ADA On Time Performance 98.9% 99.5%.6% Overall On-Time Performance 98.1% 97.7% -.4%

Survey Results 19

Survey Results 20

Questions Scott Wisner Customer Service Manager