2. Supervisor Briefcase IV Segment Seven Overview of Flexible Services

3. Supervisor Briefcase IV Segment Seven - Operations Dispatch/Supervision – Lead Dispatcher – Scheduler – STAR Communications Call Center Operations – Intake – Reservations – Customer Service Eligibility/Certification – Disability Certification Manager Flexible Services Administration – STAR Team Leader – Transportation Superintendent of Flexible Services

4. Supervisor Briefcase IV-Segment Seven Flexible Services Performance Goals On Time Performance Goal : 95% –Overall On Time Performance (STAR and Taxi) –On time is defined as no more than 0 minutes early or 25 minutes late for a scheduled trip Productivity Per Hour Goal : 2.0 –Overall Passenger trips per revenue hour (STAR and Taxi) –Total revenue hours operated monthly divided by number of completed trips

5. STAR & Advantage Overall Trips Performed April 2012 to March 31, 2013 (FY13) Total Trips Performed: 240,557 STAR: 106,762 Advantage Transit: 133,795 = 56% * Daily and Monthly reports are available on the Transportation Portal for review

6. Supervisor Briefcase IV-Segment Seven Call Center – Productivity Measures Customer Service Goal: 90% Trip Reservations Goal: 90% Intake Goal: 90% Measurements: –Average speed of answer < 20 seconds (Goal) –Number of Auto Logouts – Zero (O) –Percentage of calls answered within X minutes –Call Taker talk time, wrap time –Number of calls transferred –Number and percentage of calls abandoned rate –Percentage of time call Call Taker is on calls, on hold, on idle, and available (occupancy)

7. Call Center Performance April 2012 to March 31, 2013 (FY13) All STAR Queues Reservations (Live)129,062 Reservation Call Back (CB)748 Reservation Emails5,438 Intake1,923 Intake Call Back33 STAR Shuttles8,729 STAR Dispatch54,270 STAR Customer Service20,171 STAR Customer Service Call Back94 Grand Total of Calls 247,709

8. Call Center Operations – Performance April 2012 to March 31, 2013 (FY13) * All STAR Queues 70.63% Reservations (Live) 77.54% Reservation Call Back (CB) 82.65% Reservation Emails Intake 71.18% Intake Call Back 43.36% STAR Shuttles 82.56% STAR Dispatch 82.38% STAR Customer Service 54.30% STAR Customer Service Call Back 87.02% Grand Total of Calls 247,709

9. STAR Easy Guide: Paratransit Passenger Handbook Provides an overview of paratransit services Provides guidance of procedures and customer expectations Recently updated, displayed on website and distributed to customers Add to Briefcase binder for a reference

10. STAR Operator Training Manual Provides the expectations of STAR Operators Provides guidance of procedures – Hand Collection of Fares – NYS EZ Pass – Oxygen Tank Procedures – Etc Recently updated and included in Briefcase binder for reference purposes

11. STAR Call Center Procedures Manual Provides the expectations of STAR Call Takers & Supervisors Provides a description of activities and industry strategies Add to Briefcase binder for a reference

12. STAR Trapeze & Trip Planner Guidance Provides a step by step approach to specific reservation tasks – Booking trips – Use of Child Seats – Subscription Trips – Geocoding – Trips with or without Appointment Times – Etc

13. Call Takers Handbook: How to Provide Excellent Customer Service Provides the expectations of STAR Call Takers & Supervisors Provides guidance for Excellent Customer Service – Being polite – Being patient – Being Professional – Being Informative – How to handle phone calls Add to Briefcase binder for a reference

14. Flexible Services Dispatch Manual Provides an overview of STAR operations Provides the expectations of STAR Supervisors Recently updated

15. People with Developmental Disabilities Review Power Point & Handout - SANYS Add to Briefcase Binder

16. Supervisor Briefcase IV - Segment Seven Recap & Questions