SOP of INCIDENT REPORTING PROCESS:
What are the scenarios where the incidents should be raised? - Assigned team Dispatch/CS
Missing Amenities.
Unprofessional Driver behaviour.
Delay due to traffic.
Driver leaves early from the stop.
Late to spotting time
Incorrect stop location
Unauthorized rest stops
Delay due to driver or company fault
Tracking issue (Missing device)
Off route
Skipped Stop
2. Where should we raise the incident?
3. Who should raise the Incident and when? Define roles of CS and dispatch
a. The customer complaints via chat, email or call. In this case, the customer service team should report an incident.
b. The customer posts on social media without contacting customer service, the social media team should report it and they'll be notifying dispatchers about the incident via email and dispatchers create the incidents.
c. The dispatcher on duty reports an incident if information like missing amenities, delays, spot time, etc is received in advance by the bus operators..
4. Categorized incident which should be or shouldn't be reported to bus operators?
Incidents should be reported (Yes): Follow the closure procedure
Missing Amenities
Unprofessional Driver behaviour
Driver leave stop early
Delay due to driver or company fault
Unauthorized rest stops
Tracking issue (Missing device)
Late to spotting time
Incorrect stop location
Off route
Incidents shouldn’t be reported (No): Follow the closure procedure.
Delay due to traffic
Pre-informed by the Bus operators.
5. How would dispatch pre-inform the operations about any missing amenities?
Dispatch has to raise an incident by filling the form.
6. In how much time should the incident be reported to the bus operators and how should we report it?
Incidents should be reported to bus operators in 24-48 hours.
How did we create this score?
Over the last few months, we have gone through every single incident that we have received and categorized them, with each category having a certain deduction based on level of severity, and each individual trip starting with 100 points.
1. Also please see the attached spreadsheets, which include:
2. The score card we have created to calculate deductions.
3. A list of all the incidents you had for the month with the subsequent sub-category it fell under and the deduction.
4. A spreadsheet that shows which categories your deductions fell under, so that you know what could be improved.
Please feel free to reach out to me if you’d like a more in depth look into what went into your incident score. However, every incident that was factored was sent to you as an email, so you should have access to each individual incident in your inbox.
7. How to collect positive feedback for the bus operators?
We can check the social media or driver appreciation forms click_here
8. Received response from bus operators yes or no, in case of yes what would be the next steps:
a. Acknowledge the email - email to be drafted
b. Update the response in the incident sheet.
c. Close the incident with the closurer comment or note.
Closure comment category:
If NO, the incident should be closed.
If YES, follow the steps below:
Pending
Reported
Acknowledged/Not acknowledged and Follow up
Improved and closed/ no Improvement or repetitive (In case of acknowledge)
No Response (in case of not acknowledge and follow up)
9. In case of no response, what is the follow up process:
a. Drop an email after 48 hours.
b. Still no response, Call the operator after 24 hour.
c. If response received follow the step 9
10. If an incident for a particular bus company happens frequently then we can set up a call with them to address the issue and ask for corrective measures.
INCIDENT SCORING PROCESS AND MONTHLY REPORTING:
Below is the link for reference Click here
When to raise an incident?
When there is a violation for the following.
Final calculation process -
Total violation score = 1590
Formulae for the final score:
(Number of trips * total violation score) / violated score = Final score
It’ll be through the incident sheet only. Below is the link for the sheet click here