1. Customer Service Working Group
Item 7 –
Customer Service Working Group

2. Background
June 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
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.

3. 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.

4. 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.

5. 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 September
Initial Findings
Eligibility calls need tighter script, complaint intake requires better system knowledge, but good overall
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.

6. Short Term (1-6 months) Enhance Access monitoring of Alta/OMC
Station Access 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.

7. 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
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.

8. Next Steps 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.