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File #: 2017-0755   
Type: Informational Report Status: Agenda Ready
File created: 10/27/2017 In control: Ad Hoc Customer Experience Committee
On agenda: 11/16/2017 Final action:
Title: RECEIVE AND FILE report on procedures for customer support and mitigating loss of service due to planned and unplanned service disruptions.
Sponsors: Finance, Budget and Audit Committee
Indexes: 7th Street/Metro Center Station, Advanced Transportation Management System, Bus Operations Control Center, Customer service, Informational Report, Metro Blue Line, Metro Exposition Line, Metro Purple Line, Metro Rail A Line, Metro Rail B Line, Metro Rail D Line, Metro Rail E Line, Metro Red Line, Police, Procedures, Rail Operations Control Center, Service disruption, Station 1003, Station 704, Transit Passenger Information System
Attachments: 1. Presentation - Service Disruption
Meeting_Body
AD HOC CUSTOMER EXPERIENCE COMMITTEE
NOVEMBER 16, 2017

Subject
SUBJECT: PROCEDURES TO MITIGATE SERVICE
DISRUPTIONS

Action
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE report on procedures for customer support and mitigating loss of service due to planned and unplanned service disruptions.

Issue
ISSUE

Service disruptions impact the quality of service delivered to our customers and their overall experience. When Metro encounters delays or disruptions to service, a series of mitigating actions are put into place employing failure management strategies and informing customers of the incident. This includes collaboration with a number of departments and leveraging multiple channels of communication ranging from onboard announcements to social media posts. Managing through major service disruptions requires coordination, timing, sound communication and effective advance planning.

Discussion
DISCUSSION

Metro Bus Operations encounters service disruptions on a daily basis due to construction detours, special events, police activity and many other instances. For planned incidents, the Special Events Desk within Bus Operations Control (BOC) issues Detour Notices to Bus Divisions for operators working affected lines. These Detour Notices are also entered into the onboard Advanced Transportation Management System (ATMS), when a timely notification is provided. Customer Care, Media Relations and the Social Media team are also notified so that they can relay information to customers. Furthermore, Vehicle Operations (VO) is notified so field supervisors may post temporary signage at affected bus stops, informing customers where they can board buses on detour. The VO unit also monitors the area to ensure customers are waiting for buses in the correct location during a detour.
For unplanned events, such as accidents obstructing the road or police activity, bus operators must notify BOC. The operator is then instru...

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