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Overview

Overview. Service delivery indicators: call center performance Device performance indicators Performance trends How MTC manages the service improvement process Activities currently underway. Key Indicators: Customer Service Delivery. Customer Service Delivery Measures.

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Overview

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Presentation Transcript

  1. Overview • Service delivery indicators: call center performance • Device performance indicators • Performance trends • How MTC manages the service improvement process • Activities currently underway

  2. Key Indicators: Customer Service Delivery

  3. Customer Service Delivery Measures Figure 1: Response Time for Calls in the Customer Service Representative Queue Figure 2: Abandon Rate for Calls in Customer Service Representative (CSR) Queue

  4. Customer Experience Monitoring Figure 3: Customer Complaints on a Monthly Basis • Customer Feedback • Suggestions • Complaints • Refund Requests • Stabilized • Volume and Type of Customer Service Requests • Website Usage

  5. 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

  6. Key Indicators: Device Performance

  7. Device Reliability: AVMs and TOTs Figure 4: Phase 2.2 AVM and TOT Reliability Performance during the Previous 6-Month Period

  8. Device Reliability: CID1 Figure 5: Phase 2.2 On-Board Card Reader (CID1) Reliability Performance during the Previous 6-Month Period

  9. Device Reliability: CID2 Figure 6: Phase 2.2 Stand Alone Card Reader (CID2) Reliability Performance during the Previous 6-Month Period

  10. Device Availability and Accuracy Table 1: Availability Performance as of November 17, 2007 Table 2: Accuracy for October 2007

  11. Managing the Customer Experience

  12. Planned Activities • Website • Improve content, navigation, look and feel • Customer experience focus groups • Work with agencies on customer surveys

  13. 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

  14. 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

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