CITY OF PHOENIX
Summary of the Client
The City wanted to see a measurable increase on-time performance and enhanced service delivery in other key performance areas.
First Transit created a comprehensive solution – coupling new operational approaches and technology tools to achieve results. Operational efforts included enhancing the supervisory monitoring of buses leaving the gate – ensuring on-time pullout, and ensuring dispatchers were better informed dispatchers to provide more proactive support. Additionally, new technologies were introduced to bridge the gap between the current manual system and the implementation of AVL devices.
A daily KPI Report provided by First Transit’s management team to the City was created. This report clearly and effectively describes the previous day’s performance, allowing for additional transparency and collaboration to identify trends and achieve continuous improvement.
The Director of Safety and Training holds several safety meetings per month to relay safety, organizational, and customer service issues to staff. Other discussions during these important meetings include recent accidents, complaints, commendations, route changes, bus conditions, on-time performance and ways to overcome challenges often faced. In this forum, feedback is gained from operators, technicians, and other operational staff. All meetings are posted and promoted in the operators and technician break areas as well as in the dispatch area.