1. Customer Service Call Center Update

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
Spring 2018 –
Board recommends formation of Customer Service Working group
Access retains consultant to assess current Customer Service Call Center model
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. 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 October
Initial Findings
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.

4. Recommendations from Delta Group
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.

5. Recommendations from Delta Group
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
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.

6. Specific Changes Implemented Related to Immediate Service Issues
Service Providers
Revised ETA process
ETAs provided within 20 minute window
Customers not placed on hold calling for ETAs
20 ETA calls per region monitored each month
ALTA OMC
First ETA is provided through WMR reducing time on hold for ETA
Back Up Trips
Revised SOP to empower OMC staff
Encourage staff to use judgement vs. procedures
Revised call review process with revised rating system and ALTA follow up
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. ETA Trending with Service Providers
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. ETA Trending with ALTA OMC to Service Providers
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.

9. Next Steps Access staff person on site at ALTA/OMC
Receive final report from Delta
Use recommendations from final report and working group to develop RFP for Customer Service Call Center & OMC
Continue monitoring:
KPIs
Trending from changes to ETA process with service providers and ALTA
Continue to present periodic updates to CAC, TPAC and Board
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.

10. Questions?
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.