详情

Synthesis of Information Related to Transit Practices. Topic SB-29. Customer Focused Service Strategies

项目名称：	Synthesis of Information Related to Transit Practices. Topic SB-29. Customer Focused Service Strategies
摘要：	A growing number of North American public transit agencies have adopted �Service Guarantees� (a.k.a. �Customer Charters� or �Passenger Bill of Rights�) as part of a customer-focused service strategy. Service guarantees describe the level of service customers can expect and the procedures they may follow if standards are not met. In addition, some North American transit agencies report their public-facing performance metrics as online dashboards or report cards on the agency�s website as part of a proactive communications strategy. Currently, there is little existing research on these practices and experiences among U.S. transit providers. This synthesis will document the nature and prevalence of service guarantees among transit providers in North America. It will document the current state of the practice and benefits and implementation strategies, and identify challenges and lessons learned through a literature review, survey of representative transit agencies, and documentation of selected case examples/profiles. Tasks will include but not be limited to: (1) Prepare a literature review of service guarantees and customer charters. This will include a review of existing research and assessments by service quality thought-leaders. Document examples of Service Guarantees from public transit and passenger rail, and compare and contrast their contents. (2) How does the service guarantee fit into the overall strategic plan or mission of the agency? (3) What is the goal and objective of the service guarantee and have these objectives been accomplished? (4) Describe the role of customer charters as part of a comprehensive customer-focused service quality program, including metrics (e.g. safety, satisfaction, load factors, transit reliability, accessibility and other customer focused metrics).and processes to monitor performance and assess their success in meeting these objectives. (5) Identify transparency practices around customer focused service strategies (dashboards, report cards, open data, etc.) (6) Assess impacts on revenue, ridership and customer satisfaction, specifically considering refund policies and administrative methods and costs. (7) Describe processes used for designing and adopting Service Guarantees. (8) Identify other alternatives to service guarantees (bus bridges, Transportation Network Companies (TNCs), real time communications, etc.) and (9) Document and assess lessons learned and future direction and gaps in information.
状态：	Proposed
资金：	45000
资助组织：	Federal Transit Administration
项目负责人：	Garcia-Colberg, Mariela
执行机构：	Texas A&M Transportation Institute
主要研究人员：	Walk, Michael
开始时间：	20160930
预计完成日期：	0
实际结束时间：	0