1. Quality Assurance: Impartial Review, Analysis and Reporting

2. Welcome & Introductions
Alaina Maciá
President & CEO
W.C. Pihl
Vice President of Business Development
with questions, or use chat function on WebEx

3. MTM & Ride Right’s Experience
Managing transit services since 1995
28 states & DC
8 million calls & 14 million trips annually
1,400 service providers
Ride Right
Established in 2009
Vehicles in 12 states
1 million trips per year

5. Why Third Party QA?
Today’s technology provides huge amounts of data – we need to break it down into a digestible format
A third party expert can be a partner to other contractors and the agency at the same time
Dedicated personnel respond to passenger complaints, monitor transportation providers, and oversee call center performance
Serving as a bridge between various players to help all parties improve
Without personnel:
Minor issues turn into major issues
A cycle of poor processes is a threat

6. Quality Assurance Model
Dedicated Personnel
Customized Processes and Reporting
Six Sigma Methodology
Independent Review & Monitoring
Customer Satisfaction
Partnerships with Service Providers
MTM inputs on top row
Outputs on bottom
QA ensures fair, accurate, objective monitoring of services.

7. QA Information Sources
Reservations/Scheduling/Dispatch Software
Camera footage (incident based and steady rolling)
Maintenance Management Software
Data dashboard software
AVL/GPS information
Customer Complaint Database
Operational logs

8. Washington Metropolitan Area Transportation Agency (WMATA) MetroAccess Program
Approach
Multiple Providers
Location
Washington D.C.
Annual Trips
1.9 million trips
Number of Vehicles
675 vehicles in service
Scope:
Safety, Timeliness, Driver Conduct, Vehicle Quality, and Customer Satisfaction
Quality Assurance Provided to WMATA in:
Complaint intake, investigation, and resolution
On-street observations
Drug and alcohol policy adherence
Call monitoring
No-show review
Manifest reconciliation review and monitoring
Vehicle maintenance auditing
Facility inspections
Review of mechanic certifications
Operator training and performance oversight
Report preparation
Fare reconciliation/reporting
Data sampling and analysis
Facilitate corrective action plans 

9. QA Program Overview
QA services delineated into Administrative QA and Operational QA
Administrative
Monitor call center activities
Review late cancellations and no shows
Investigate and resolve complaints
Report accidents and incidents
Oversee fare collection and reconciliation
Mediate with involved union(s)
Operational
Inspect vehicles for compliance
Perform on-street monitoring
Conduct Mystery Rider activities
Inspect facilities and garages
Perform maintenance audits
Shared
Ensure data integrity
Develop reports
Facilitate corrective action plans
Conduct customer satisfaction surveys

10. Example: Monitoring Call Center Activities
Live and recorded calls monitored for adherence to protocols, timeliness, accuracy of information, and soft skills
Responding helpfully to customers, even when threatening or abusive
Demonstrating an understanding of the customer’s needs
Strong communication skills applied to diverse populations
Ensuring customer satisfaction

11. Example: Monitoring No Shows
MTM limits no-shows by educating customers on how the behavior is detrimental to their community
When a no-show or late cancellation occurs, a No-Show Specialist determines if the occurrence was:
Correctly Performed and Upheld
Correctly Performed, Violation Excused
Incorrectly Performed and Invalidated
Comprehensive weekly and monthly reports detail all occurrences of no shows and late cancellations

12. Example: Fare Collection & Reconciliation
MTM reconciles fare revenue collections and tickets, and validates all reports based on:
Fares are reconciled against total revenues to ensure that no losses occur
The Principles of Limited Access
Specific Individual Accountability
Joint Responsibility on Monies
MTM identifies the source of the losses and corrects the situation

13. Example: Fare Collection & Reconciliation, cont’d
In Raleigh NC, QA oversight is provided for 38 taxi providers
Trip information is reconciled for proper mileage documentation and fare collection
By conducting careful overview of these aspects, MTM has taken action to rectify fraudulent billing activities
QA saved the city $55,000/month

14. Alaina Maciá amacia@mtm-inc.net W.C. Pihl wpihl@ride-right.net
Questions?
Alaina Maciá
W.C. Pihl