Smart Card. Smart Travel. TransLink ® Performance Indicators: The Customer Experience TransLink Management Group November 26, 2007

2 Overview Service delivery indicators: call center performance Device performance indicators Performance trends How MTC manages the service improvement process Activities currently underway

3 Key Indicators: Customer Service Delivery What’s Being Measured Measurement Description Performance Required Call Center Capacity% Calls Answered In 20 Seconds 80% Timeliness Of Customer Contact % Of Calls Abandoned<8% Terminated Before Answer Unattended AccessIVR Availability24 X 7 X 365 Attended AccessAvailability Of Live CSR6am-8pm Weekdays 8am-5pm Weekends

4 Customer Service Delivery Measures Figure 2: Abandon Rate for Calls in Customer Service Representative (CSR) Queue Figure 1: Response Time for Calls in the Customer Service Representative Queue

5 Customer Experience Monitoring Customer Feedback –Suggestions –Complaints Refund Requests –Stabilized Volume and Type of Customer Service Requests Website Usage Figure 3: Customer Complaints on a Monthly Basis

6 Key Indicators: Methodology Performance Metrics Workgroup Formed in February 2007 –Review of performance requirements for U.S. smart card programs (L.A., Honolulu, San Diego and Puget Sound area) Results –Tightened reliability and availability requirements –Reduced the allowed device failure rate during a 30-day period from 10% to 5% –Agreed to start official test with 2.3 Revenue Ready –Performance requirements meet industry standards

7 Key Indicators: Device Performance What’s Being Measured Measurement Description Performance Required Ability To Tag-on/Tag-offCID 1-3 Reliability95.00% Ability To Load Or Add E- cash Value AVM Reliability95.00% Ability To Load Or Add E- cash Value AVM Availability99.73% Ability To Purchase Card and Add Value TOT Availability99.73%

8 Device Reliability: AVMs and TOTs Figure 4: Phase 2.2 AVM and TOT Reliability Performance during the Previous 6-Month Period

9 Device Reliability: CID1 Figure 5: Phase 2.2 On-Board Card Reader (CID1) Reliability Performance during the Previous 6-Month Period

10 Device Reliability: CID2 Figure 6: Phase 2.2 Stand Alone Card Reader (CID2) Reliability Performance during the Previous 6-Month Period

11 Device Availability and Accuracy Table 1: Availability Performance as of November 17, 2007 DeviceAvailability Requirement 30-Day Cumulative Availability Add Value Machine (AVM)99.73%100% Ticket Office Terminal (TOT)99.73%99.96% Backend Systems (i.e., Report Server, Data Store, Network Nodes, TDS and TCS) 99.73%100% Table 2: Accuracy for October 2007 DeviceAccuracy RequirementReported Accuracy Add Value Machine (AVM)99.73%100% Ticket Office Terminal (TOT)99.73%100% CID99.73%99.88%

12 Managing the Customer Experience How Managed?Frequency & Participants Focus Failure Review BoardWeekly; MOT/ERG & Operators Device Issue Resolution Operations Management & Issue Escalation Weekly; MOT/ERG & Operators Performance Stats/ Issues Project Management MeetingMonthly; MOT/ERG & Operators Implementation Progress Public Information Officer Call Weekly; MOT/ERG & Operators Communications, Marketing & Events

13 Planned Activities Website –Improve content, navigation, look and feel Customer experience focus groups Work with agencies on customer surveys

14 Customer Experience Summary Call center service delivery is satisfactory Device performance has challenges –AVMs, CID 1s and TOTs Program management processes are in place and working Making improvements in customer access and feedback

15 Appendix - Acronyms AVM – Add Value Machine CID – Card Interface Device CSR – Customer Service Representative IVR – Interactive Voice Response MOHBF – Mean Operating Hours Between Failures TOT – Ticket Office Terminal MOT - Motorola