smart card. smart travel. translink ® performance indicators: the customer experience translink...
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Smart Card. Smart Travel.
TransLink®
Performance Indicators: The Customer Experience
TransLink Management GroupNovember 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
MeasurementDescription
Performance Required
Call Center Capacity % Calls AnsweredIn 20 Seconds
80%
Timeliness Of Customer Contact
% Of Calls Abandoned
<8% Terminated Before Answer
Unattended Access IVR Availability 24 X 7 X 365
Attended Access Availability Of Live CSR
6am-8pm Weekdays8am-5pm Weekends
4
Customer Service Delivery Measures
Figure 2: Abandon Rate for Calls in Customer Service Representative (CSR) Queue
75%
80%
85%
90%
95%
100%
Aug-07 Sep-07 Oct-07
Calls Answered Within 20 Seconds Performance Requirement
Figure 1: Response Time for Calls in the Customer Service Representative Queue
0%
2%
4%
6%
8%
10%
Aug-07 Sep-07 Oct-07
Call Abandon Rate Performance Requirement
5
Customer Experience Monitoring
• Customer Feedback– Suggestions– Complaints
• Refund Requests– Stabilized
• Volume and Type of Customer Service Requests
• Website Usage
0
10
20
30
40
50
Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07N
umbe
r of
C
ompl
aint
s
0.00000
0.00010
0.00020
0.00030
0.00040
0.00050
Freq
uenc
y of
C
ompl
aint
s
Customer Complaints Complaints Per Fare Payment Transaction
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
MeasurementDescription
Performance Required
Ability To Tag-on/Tag-off
CID 1-3 Reliability 95.00%
Ability To Load Or Add E-cash Value
AVM Reliability 95.00%
Ability To Load Or Add E-cash Value
AVM Availability 99.73%
Ability To Purchase Card and Add Value
TOT Availability 99.73%
8
Device Reliability: AVMs and TOTs
Figure 4: Phase 2.2 AVM and TOT Reliability Performance during the Previous 6-Month Period
0
4,000
8,000
12,000
16,000
Week Ending
Mea
n O
pera
ting
Hou
rs
Bet
wee
n Fa
ilure
s (M
OH
BF)
AVM 30-Day Cumulative MOHBF TOT 30-Day Cumulative MOHBF Required 30-Day Cumulative MOHBF
9
Device Reliability: CID1
Figure 5: Phase 2.2 On-Board Card Reader (CID1) Reliability Performance during the Previous 6-Month Period
0
4,000
8,000
12,000
16,000
Week Ending
Mea
n O
per
atin
g H
ou
rs B
etw
een
F
ailu
res
(MO
HB
F)
30-Day Cumulative MOHBF Required 30-Day Cumulative MOHBF
10
Device Reliability: CID2
Figure 6: Phase 2.2 Stand Alone Card Reader (CID2) Reliability Performance during the Previous 6-Month Period
0
3,000
6,000
9,000
12,000
Week Ending
Mea
n O
pera
ting
Hou
rs B
etw
een
Failu
res
(MO
HB
F)
30-Day Cumulative MOHBF Required 30-Day Cumulative MOHBF
11
Device Availability and Accuracy
Table 1: Availability Performance as of November 17, 2007
Device Availability Requirement30-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
Device Accuracy Requirement Reported Accuracy
Add Value Machine (AVM) 99.73% 100%
Ticket Office Terminal (TOT) 99.73% 100%
CID 99.73% 99.88%
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Managing the Customer Experience
How Managed? Frequency &Participants
Focus
Failure Review Board Weekly; MOT/ERG & Operators
Device Issue Resolution
Operations Management & Issue Escalation
Weekly; MOT/ERG& Operators
Performance Stats/ Issues
Project Management Meeting
Monthly; MOT/ERG &Operators
Implementation Progress
Public InformationOfficer 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