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Supervisor Briefcase IV Segment Seven Overview of Flexible Services

This segment provides an overview of the performance goals and operations for the Supervisor Briefcase IV, focusing on flexible services such as dispatch/supervision, customer service, eligibility/certification, and transportation. It includes measurements, productivity goals, call center performance, and training manuals.

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Supervisor Briefcase IV Segment Seven Overview of Flexible Services

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  1. Supervisor Briefcase IV Segment SevenOverview of Flexible Services

  2. 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 Supervisor Briefcase IVSegment Seven - Operations

  3. 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 Supervisor Briefcase IV-Segment Seven Flexible Services Performance Goals

  4. 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

  5. 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) Supervisor Briefcase IV-Segment Seven Call Center – Productivity Measures

  6. Call Center PerformanceApril 2012 to March 31, 2013 (FY13)

  7. Call Center Operations – PerformanceApril 2012 to March 31, 2013 (FY13) *

  8. 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 STAR Easy Guide: Paratransit Passenger Handbook

  9. 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 STAR Operator Training Manual

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

  11. 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 STAR Trapeze & Trip Planner Guidance

  12. 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 Call Takers Handbook: How to Provide Excellent Customer Service

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

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

  15. Supervisor Briefcase IV - Segment Seven Recap & Questions

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