Page 7 - Demo

3. CUSTOMER SERVICE
GOAL
TASK
RESPONSIBILITY
CONSULTATION
MEASURABLE OUTCOMES
INFORMATION DISSEMINATION
TIMELINE
a. Improve Complaint / Feedback handling process
• Review the Call Centre complaint/ feedback handling process.
• Implement any changes or improvements to the process.
• Implement
a Complaints Management Policy and Procedure
General Manager AAT
• General Manager AAT
• Call Centre Supervisors
• Web Page Service Provider
• Monitor the complaint handling methods of call centre staff and admin staff through the ongoing QA internal process
• In-house of improved complaint handling techniques
• Compliance with ISO 10002:2006, MOD
• Promote the complaints handling process on the website and via the on-hold facility
• Provide a provision
to obtain feedback on the complaint handling methods
02/2015
b. Improve Customer Satisfaction
• Investigate an appropriate survey methodology
General Manager AAT
• ATAG
• Stakeholders • Customers
• SATSS Members
• Improved customer satisfaction against KPI
• Web Page
Ongoing 6monthly monitoring and reporting
c. Link to the Adelaide Metro website via the AAT webpage.
• Create a link to the Adelaide Metro Website via the AAT webpage.
General Manager AAT
• General Manager AAT
• Adelaide Metro
• Web Page Service Provider
• Interactive survey form on the webpage to receive feedback.
• Webpage
• Community Newsletters
• Community Events
11/2014
4. REGULATORY
MEASURABLE OUTCOMES
INFORMATION DISSEMINATION
GOAL
TASK
RESPONSIBILITY
CONSULTATION
TIMELINE
a. Compliance with the Disability Standards for Accessible
• Monitor and report on response times.
General Manager AAT
DPTI
% difference
in response times between accessible taxis and aggregated
DPTI
Ongoing quarterly monitoring and reporting
• Independent analysis of data
Public Transport 2002, Schedule 1, Part 1, Target Date – 31/12/07 1.3, Response times for accessible vehicles are to be the same as for other taxis.
general
taxis for the following time frames:
5 mins
10 mins
15 mins
30 mins 60mins 60+mins
7