Deanna Crozier, director of the Disabled Adult Transit Service, joined us on a Q and A on the new two-hour cancellation policy.
Crozier: "If DATS users, caregivers, and families have feedback on this matter, it surprises me they didn’t contact DATS directly. To date, we have received only 25 non-favourable calls to DATS Community Relations, e mails and correspondence. In addition, some of the e mails and contacts were forwarded to us from other sources. I replied to all e mails and written correspondence and advised I was available to meet. To date, I’ve had one call back.
1) Were you surprised by the feedback you received on the two-hour cancellation policy?
In the DATS Customer Care Centre, we have had questions, clarifications, and many scenarios posed as well as comments like “it’s about time”. Many users challenge us to be more efficient. The introduction of the 2 hour cancellation notice is one way we’re addressing this challenge.
Customer feedback comes to us in a variety of forms. In addition to our standard tools, we now have the opportunity to engage our customers through social media. A challenge for us is the immediacy and “free flowing” aspect of social media. We need to ensure our responses are timely but also accurate. This poses a communication challenge that we have been and will continue to pursue with our City communication liaisons.
2) DATS users were not asked for their input on this. Why?Crozier: "DATS stakeholders were asked for their input.
"We use the DATS Advisory Group (DAG) to provide ongoing input in the planning and operation of DATS – this was discussed at their meetings. We also send items for the Edmonton Transit System Advisory Board’s Manager’s Report – this topic was included twice.
The DATS Newsletter is a key communication tool for us. Bi – monthly newsletters are distributed in print (regular and large) and electronic formats as well as on CD’s.. We solicit customer feedback on items included in the newsletters and include our contact info in every issue. As noted above, we didn’t receive much input on this issue. As well, we issued a specific Customer Bulletin on this issue and solicited feedback - we received minimal response.
3)As an user I was somewhat disappointed in the explanation in the DATS newsletter on working late and feel comparing it to a car-pool and, in fact, I don't understand that. How does a car pool and a public-funded transportation system draw a parallel each other?
Crozier: “Both are a pre-arranged ride and if it’s frequent, some of our customers have worked with their employers to make it more of a formal arrangement.”
4) Do you see this as perhaps an opportunity to build a better relationship of understanding between DATS users and administration?Crozier: “Overall, we have a good relationship as evidenced by the annual customer satisfaction surveys. However we believe any and all contact with customers is an opportunity to build better relationships.”
5)Do you think if there would have been more consultation with users there might have been a buy-in from customers?
Crozier: “Based on customer reaction when we introduced the change, there haven’t been customer issues. To date, we’re pleased with customer buy in.”
6) How was the time of 7 a.m. determined for the no-show policy not to be in effected? Were users asked?
Crozier: “It isn’t possible to provide 2 hours notice for trips before 7 am week-days and 8 am week-ends and Stat Holidays – staff aren’t in until 5 week-days and 6 week-ends and holidays to accept cancels.”
Crozier: “This change is designed to benefit both customers and DATS Administration. This allows DATS to be more efficient with the yearly budget approved by City Council and maintain/improve service to our customers. For example:
7) When and how do you think you will see the two-hour policy be beneficial to DATS?
· More same day customer trips accommodated and perhaps at different time periods;
· Better (and more) accommodation for “ready early” customer requests;
· Improved on-time performance for customer trips and perhaps at different time periods.
Crozier: “The growth to the peripheries of the city poses scheduling efficiency issues. Continuous improvement in scheduling has been a focus for quite some time. This additional cancellation notice will help DATS be more efficient in scheduling and service delivery.
8) DATS has said the city is growing. Are there plans for a budget increase to address the city's growth?
Our strategy is to maintain our current budget. One of our goals is to accommodate increased demand for DATS by assisting customers to make better use of regular ETS bus and LRT.”
9) Please list three things why you think the two-hour cancellation policy will assist DATS in the next three years?
Same as #7 above:
Crozier:
· More same day customer trips accommodated and perhaps at different time periods;
· Better (and more) accommodation for “ready early” customer requests;
· Improved on-time performance for customer trips and perhaps at different time periods.
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