Customer-Focused Service Guarantees and Transparency Practices (2018) / Chapter Skim
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Pages 30-39
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30 Another tool in the toolbox for transit agencies working to become more customer-focused is to be transparent about their performance. There are many ways to define and implement transparency (see Chapter 2 for a detailed discussion)
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Customer-Focused transparency 31 as "reliability")
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32 Customer-Focused Service Guarantees and transparency practices to its quality commitment, and most of the metrics -- for example, common courtesy, safety and comfort, cleanliness, and reliability -- are collected from STL's mystery shopper program (STL n.d.)
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Customer-Focused transparency 33 Frequency of Updating Performance In addition to method of publishing, transit agencies had different approaches to how often data were updated and republished. Frequent updating of data provides customers with more meaningful, timely, and actionable information.
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34 Customer-Focused Service Guarantees and transparency practices agency could both publish and promote its transparency to make sure that customers (and other stakeholders) are aware of the performance data and when the data are updated.
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Customer-Focused transparency 35 Implementing Customer-Focused Transparency Customer-focused transparency may be implemented for many reasons and in many ways. In some cases, transparency might be prescribed by an oversight body or external mandate (e.g., an open data order or an oversight board might require reporting of selected data and metrics)
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36 Customer-Focused Service Guarantees and transparency practices in which GO Transit developed a five-promise passenger charter. Each promise was assigned a key performance indicator (KPI)
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Customer-Focused transparency 37 Transit agencies were able to provide their own list of perceived benefits in addition to those listed in the survey; a few notable responses are paraphrased here: • Agency decision making is informed by data; • Has helped in developing a customer-first culture; and • Has improved relationships and trust with member cities, media, and stakeholders. Case example agencies reported additional benefits of their transparency programs (see Chapter 6 for details)
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38 Customer-Focused Service Guarantees and transparency practices • Request for more data or metrics (65% reported a moderate burden) ; and • Responding to inquiries about the data (41% reported a moderate burden)
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Customer-Focused transparency 39 ensure employees are empowered to participate in and benefit from the performance reporting. – Some employees may feel threatened or vulnerable when performance of individuals or single departments is being analyzed, scrutinized, and publicized.
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