Smart Card. Smart Travel.

TransLink®

Performance Indicators: The Customer Experience

TransLink Management GroupNovember 26, 2007

2

Overview

• Service delivery indicators: call center performance

• Device performance indicators

• Performance trends

• How MTC manages the service improvement process

• Activities currently underway

3

Key Indicators: Customer Service Delivery

What’s Being Measured

MeasurementDescription

Performance Required

Call Center Capacity % Calls AnsweredIn 20 Seconds

80%

Timeliness Of Customer Contact

% Of Calls Abandoned

<8% Terminated Before Answer

Unattended Access IVR Availability 24 X 7 X 365

Attended Access Availability Of Live CSR

6am-8pm Weekdays8am-5pm Weekends

4

Customer Service Delivery Measures

Figure 2: Abandon Rate for Calls in Customer Service Representative (CSR) Queue

75%

80%

85%

90%

95%

100%

Aug-07 Sep-07 Oct-07

Calls Answered Within 20 Seconds Performance Requirement

Figure 1: Response Time for Calls in the Customer Service Representative Queue

0%

2%

4%

6%

8%

10%

Aug-07 Sep-07 Oct-07

Call Abandon Rate Performance Requirement

5

Customer Experience Monitoring

• Customer Feedback– Suggestions– Complaints

• Refund Requests– Stabilized

• Volume and Type of Customer Service Requests

• Website Usage

0

10

20

30

40

50

Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07N

umbe

r of

C

ompl

aint

s

0.00000

0.00010

0.00020

0.00030

0.00040

0.00050

Freq

uenc

y of

C

ompl

aint

s

Customer Complaints Complaints Per Fare Payment Transaction

Figure 3: Customer Complaints on a Monthly Basis

6

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

7

Key Indicators: Device Performance

What’s Being Measured

MeasurementDescription

Performance Required

Ability To Tag-on/Tag-off

CID 1-3 Reliability 95.00%

Ability To Load Or Add E-cash Value

AVM Reliability 95.00%

Ability To Load Or Add E-cash Value

AVM Availability 99.73%

Ability To Purchase Card and Add Value

TOT Availability 99.73%

8

Device Reliability: AVMs and TOTs

Figure 4: Phase 2.2 AVM and TOT Reliability Performance during the Previous 6-Month Period

0

4,000

8,000

12,000

16,000

Week Ending

Mea

n O

pera

ting

Hou

rs

Bet

wee

n Fa

ilure

s (M

OH

BF)

AVM 30-Day Cumulative MOHBF TOT 30-Day Cumulative MOHBF Required 30-Day Cumulative MOHBF

9

Device Reliability: CID1

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

0

4,000

8,000

12,000

16,000

Week Ending

Mea

n O

per

atin

g H

ou

rs B

etw

een

F

ailu

res

(MO

HB

F)

30-Day Cumulative MOHBF Required 30-Day Cumulative MOHBF

10

Device Reliability: CID2

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

0

3,000

6,000

9,000

12,000

Week Ending

Mea

n O

pera

ting

Hou

rs B

etw

een

Failu

res

(MO

HB

F)

30-Day Cumulative MOHBF Required 30-Day Cumulative MOHBF

11

Device Availability and Accuracy

Table 1: Availability Performance as of November 17, 2007

Device Availability Requirement30-Day Cumulative

Availability

Add Value Machine (AVM) 99.73% 100%

Ticket Office Terminal (TOT) 99.73% 99.96%

Backend Systems (i.e., Report Server, Data Store, Network Nodes, TDS and TCS)

99.73% 100%

Table 2: Accuracy for October 2007

Device Accuracy Requirement Reported Accuracy

Add Value Machine (AVM) 99.73% 100%

Ticket Office Terminal (TOT) 99.73% 100%

CID 99.73% 99.88%

12

Managing the Customer Experience

How Managed? Frequency &Participants

Focus

Failure Review Board Weekly; MOT/ERG & Operators

Device Issue Resolution

Operations Management & Issue Escalation

Weekly; MOT/ERG& Operators

Performance Stats/ Issues

Project Management Meeting

Monthly; MOT/ERG &Operators

Implementation Progress

Public InformationOfficer Call

Weekly; MOT/ERG & Operators

Communications, Marketing & Events

13

Planned Activities

• Website– Improve content, navigation, look and feel

• Customer experience focus groups

• Work with agencies on customer surveys

14

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

15

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