Scope: At the commencement of every trip, there is a certain set of announcements that needs to be made, which contains information about trip details, amenities provided and covid rules to be adhered to on the bus. The announcement can be made verbally by driver or by playing the announcement CD.
Service Level Agreement (SLA): 3 - 5 minutes
Tools: CD player on bus, mail ([email protected])
Roles & Responsibilities :
RACI Model for Process Execution: Please read R as Responsible; A as Accountable; C as Consulted ; I as Informed
* Customer Service: CS; Dispatch Operations: DO; Transport Provider : TP; Bus Driver: BD; Customer: CX*
Table 1.0 (In case of Verbal Announcement)
RACI Model for Process Execution: Please read R as Responsible; A as Accountable; C as Consulted ; I as Informed
* Customer Service: CS; Dispatch Operations: DO; Transport Provider : TP; Bus Driver: BD; Customer: CX*
Table 1.0 (In case of CD Announcement)
Process:
DO provides a soft copy of the announcement of the transport provider companies during the initial onboarding stage.
The soft copy of the announcement can be in the form of a document or a CD containing the entire announcement, which needs to be played mandatorily before beginning each if the driver isn’t making verbal announcements.
The basic pointers to be included in every announcement include - greetings, trip operator name, driver information, mask policy during COVID times, information about the sanitation of the bus, WiFi information (along with the WiFi password), amenities provided, restrictions and prohibitions to be followed on the bus, detailed information about the route including the stops.
DO inform the CS team about the driver announcement process and also about what all details the announcement covers. So, if any customer comes up to the CS team with queries related to the policies then the CS team can guide them accordingly.
After the mail is received by the TP, then TP passes on the same information to the Bus drivers.
5.1. If the driver wants to make a verbal announcement, then they can take aid of the document provided by the TP to the bus driver.
5.2. If the driver feels comfortable with making a CD announcement then, they can take help of the CD announcement provided to them by TP and
If in any case, the CS team ever receives any call from the passengers stating that any passenger on board is not following the instructions given during the commencement of the trip, then the driver is asked to make a re-announcement.
Execution model: Based on RACI Model
Quality Check (QC): NA
Compliance Assessment (CA): Yes/No, if no, what's the reason - Yes, compliance assessment needs to be done in a timely manner to ensure that drivers are following the procedure dutifully.
Business Continuity Plan (BCP): NA
Work-Load assessment: 6 minutes.