Welcome amp Introductions Alaina Maciá President amp CEO WC Pihl Vice President of Business Development Email sschaetzelmtmincnet with questions or use chat function on WebEx ID: 709655
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Slide1
Quality Assurance: Impartial Review, Analysis and ReportingSlide2
Welcome & IntroductionsAlaina Maciá
President &
CEO
W.C. Pihl
Vice President of Business Development
Email
sschaetzel@mtm-inc.net
with
questions, or use chat function on WebExSlide3
MTM & Ride Right’s ExperienceMTMManaging transit services since 199528 states & DC
8
million calls &
14
million trips annually1,400 service providersRide RightEstablished in 2009 Vehicles in 12 states
1 million trips per yearSlide4Slide5
Why Third Party QA?Today’s technology provides huge amounts of data – we need to break it down into a digestible format A third party expert can be a partner to other contractors and the agency at the same time
Dedicated
personnel respond to passenger complaints, monitor transportation
providers,
and oversee call center performanceSlide6
Quality Assurance Model
QA ensures
fair, accurate, objective monitoring of
services.Slide7
QA Information SourcesReservations/Scheduling/Dispatch SoftwareCamera footage (incident based and steady rolling)Maintenance Management SoftwareData dashboard softwareAVL/GPS informationCustomer Complaint Database
Operational
logsSlide8
Washington Metropolitan Area Transportation Agency (WMATA) MetroAccess Program
Approach
Multiple
Providers
LocationWashington D.C.Annual
Trips1.9 million tripsNumber of Vehicles675 vehicles in service
Scope:
Safety,
Timeliness,
Driver Conduct, Vehicle Quality, and Customer SatisfactionSlide9
QA Program OverviewQA services delineated into Administrative QA and Operational QASlide10
Example: Monitoring Call Center ActivitiesLive and recorded calls monitored for adherence to protocols, timeliness, accuracy of
information,
and soft
skillsSlide11
Example: Monitoring No ShowsMTM limits no-shows by educating customers on how the behavior is detrimental to their
community
When a
no-show or late cancellation
occurs, a No-Show Specialist determines if the occurrence was:
Correctly
Performed and Upheld
Correctly
Performed, Violation
E
xcused
Incorrectly Performed and InvalidatedSlide12
Example: Fare Collection & ReconciliationMTM reconciles fare revenue collections and tickets, and validates all reports based on:
Fares
are reconciled against total revenues to ensure that no losses occur
The Principles of Limited
A
ccess
Specific Individual Accountability
Joint Responsibility on
M
oniesSlide13
Example: Fare Collection & Reconciliation, cont’dIn Raleigh NC, QA oversight is provided for 38 taxi providers
T
rip
information is reconciled for proper
mileage documentation and fare collectionBy conducting careful overview of these aspects, MTM has taken action to rectify fraudulent billing activitiesQA saved the city $55,000/monthSlide14
Questions?Alaina Maciáamacia@mtm-inc.net
W.C. Pihl
wpihl@ride-right.net