Operational Standards
Operational standards are really important to public transport users, and also to industry regulators so how sure are you that everything is going as well as you think? Even the bast laid plans go wrong once human error gets involved.
Good operating standards result in happier passengers and a strong ability to grow demand. Responding well to customer service issues is essential but what proof do you have for regulators if they ask you?
Operating Practices
Ever company has it's own operating practices. These may have been drawn up or they might have evolved over many years.
How sure can you be that they are meeting your current legal obligations, attractive to staff in a difficult employment market and are cost effective for the business?
With experience in a number of different operating environments, reviewing working practices and delivering change which improve focus and deliver results we can independently audit your operations.
KPIs & Action Plans
You might have reams of KPIs or you might only look at the revenue line but there is no avoiding the benefit of good KPIs at delivering business improvements.
Is your performance being measured and does everyone understand the results and what they mean? We can work with you to develop a KPI pack that suits the needs of your organisation.
With your KPIs what steps do you need to take to improve your business performance? We can help you build action plans that target improvements and document your progress for future reference.
Mystery Shopping
What does your operation look like from your passenger's point of view?
We can confidentially undertake mystery shopping surveys that give you a true picture of your operation.
Focusing on customer care, vehicle presentation, driving standards, timekeeping and more.
Giving you more rounded feedback than a black box onboard and preferable to a complaint from disgruntled customers, MPs or your industry regulator.
Reliability
Passengers want you to deliver a reliable service. And while there are plenty of reasons outside of your control that can interrupt the smooth delivery of services are you doing all you can to maximise your reliability?
Do you have data from onboard system that you're lacking time to review and process or do you need some manual monitoring to assess where you are struggling? Demonstrating you are continually reviewing reliability will help if you are subject to complaints and investigatory action.
We can help you to do that, and with experience of using onboard data we can help to revise your schedules to build in extra time or more recovery.
Case Study #9
Building Reliability
What can you do to ensure your network is reliable?
Our experience using data from vehicle tracking systems has allowed us to review services to improve timekeeping, but whilst maintaining sensible timetables and co-ordination between different routes along common sections.
Simple timetables continue to be the most attractive to potential customers, particularly in many parts of the country where frequencies are lower and passengers are going for a particular departure.
Another key element is ensuring adequate recovery time at terminal points, crew changeovers are managed well and that where problems occur they are being investigated. We've had occurrences of particular journeys being prone to variable congestion but then having a crew relief immediately afterwards which impacts the next departure and the drivers next relief if they need a legal break.
Combining these elements of review and management have seen us operating with high levels of reliability.
Case Study #10
Managing Compliance
Completing a management information pack is unlikely to be your favourite part of your job however the data in a good pack is worth it's weight in gold. Almost literally if it lets you improve the service you're offering to prospective customers!
We have experience of designing and using various tailored management packs. Of course the importance is once you've collectively reviewed the information what is your action plan to improve the areas of concern.
This technique has been used to assess continually delayed depot run outs, reduce breakdowns, work on accident reduction plans, highlight reliability issues and much more.
The benefits are felt not only improving your operational compliance but invariably your customer satisfaction and your staff morale so all really important for you and your operation.