Scope: This SOP is to prepare the timer sheet for putting alarms and checks so the trips can be tracked in a timely manner and delays can be notified to the passengers. 


NOTE: Timer Sheet is an excel sheet with macros enabled. The dispatcher on duty figures out the delay on any trip and informs CS. The CS team then informs the passengers about the same. 


Service Level Agreement (SLA): The timer sheet is prepared everyday by the dispatcher who starts the day. It takes about 10 minutes to prepare it. 


Tools: Macros enabled excel sheet.


Roles & Responsibilities: 


RACI Model for Process Execution: Please read R as Responsible; A as Accountable; C as Consulted ; I as Informed

Customer Service: CS; Tech Team: TT; Customer: CX ; Finance Team: FT ; Dispatch Operation: DO ; Planning Team: PT


                                                                Table

StepCode

Process 

SLA

R

A

C

I

TS

Timer Sheet - To be prepared by the dispatcher on duty who starts the day and to be forwarded to the dispatchers who start their shifts later. 

10 minutes

DO

DO



PA

Putting Alarms - Put alarms for every trip. For the driver to login to the app, the alarm has to be 1 hour before the departure time. And for intermediate pickup location delay check, the alarm has to be 20-25 minutes before the scheduled departure time.  

10 minutes

DO

DO



AR

Alarm Rings -When the alarm rings, check the trip on priority and set the alarm for later time to check again if everything looks fine. Otherwise inform CS about the delay or take necessary action.

2 minutes

DO

DO


CS

PO

Pass it On - Forward the updated timer sheet to the next dispatcher so that he/she can perform the same actions.

2 minutes

DO

DO






Process: 

  1. The dispatcher who starts the day prepares the timer sheet by copy pasting the data from the admin panel.


  1. He/she then puts an alarm for every trip for the drivers to login to the app. This has to be an alarm for 1 hour before the trip’s start time.

  2. The next step is to switch on the timer sheet. The procedure is:-

  • Go to View >> Macros >> Set Time >> Run





  1. When the alarm for driver’s login rings, the dispatcher on duty has to make sure that the driver logs in to the app within the next 10-15 minutes. Otherwise, call the bus company dispatch and raise the issue with them.

  2. After the driver logs in, write ‘L’ (stands for Logged in) in column ‘E’ and set an alarm for 15 minutes before the departure time to make sure that the driver is at the spot. Also, keep tracking the driver in between to see if the bus is moving or not.


  1. If the driver is running late to get to the spot location (first pickup location), calculate the delay and inform the CS team so that they can inform the passengers.

  2. Next alarm is to be set for the departure time of the bus to make sure that the bus actually departs on time and the attendance is marked on the admin panel.

 

  1. After the bus departs from the first pickup location, set an alarm 20 minutes before the departure time from the second pickup location. When the alarm rings, check if the bus is running on time. If getting delayed, inform the CS team.

For example - In the screenshot below, for trip ID 64984, the departure time from Reading, PA is 6:25 am, so the alarm is set for 6:05 am

 


  1. Follow the same process for every pickup location.

  2. After all the pickup locations are done, set an alarm for every 30 minutes to make sure the following things:-

  1. The bus is moving or not.

  2. The bus is on the right path and not off the route.

  3. The driver is not lost enroute.

  4. The bus is not stuck in traffic.



Execution model: Based on RACI Model

Quality Check (QC): NA

Compliance Assessment (CA): Yes/No, if no what’s the reason? NA

Business Continuity Plan (BCP): NA

Work-Load assessment: 

Cost Saving: 

Total workload saving: 

Impact on Turnaround time: 

Average Transactions per month: 

Total Cost Saving: