Scope: This SOP is to understand how and when we send the schedules to the bus companies for the trip confirmation.


Service Level Agreement (SLA): Immediately as and when the information is being received from Planning, 


Tools: 

  1. OurBus Admin Panel: https://admin.ourbus.com/login

  2. Freshdesk: https://rallybus.freshdesk.com/a/tickets/filters/all_tickets

  3. Freshcaller: https://rallybus.freshcaller.com/call-logs

  4. Lodestar: https://rally-lodestar.azurewebsites.net/

  5. Slack (Lines #team_bus-ops)- https://app.slack.com/client/T01KVP5TPJQ/C0247JX7NGJ

  6. Slack (Events #team_events-ops)- https://app.slack.com/client/T01KVP5TPJQ/C01LX9AHSLV

  7. Slack (#now_customer-service-experience)- https://app.slack.com/client/T01KVP5TPJQ/C01VDBYSDFX

  8. Google Sheet: Rally- OurBus Procurement




 Roles & Responsibilities: 


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

Customer Service: CS; Transport Provider: TP; Customer: CX ; Finance Team: FT ; Dispatch Operation: DO ; Planning Team: PT ; Procurement Team: PC ; Backend Team: BT



StepCode

Process 

SLA

R

A

C

I

DP

DO receives an email from PT

4hrs

DO

DO

PT

TP

DF

DO upload the schedules in the shared folder”

DP+5min

DO

DO

PC

-

ST

Sched sent to TP

DF +30 min

DO

PC


PT

CR

Contract/Confirmation received 

24hrs

DO

DO

TP

PT

CU

Confirmation not received 1st follow up

ST + 24hrs

DO

DO

TP


CU2

Confirmation not received 2nd follow up (else change the TP)

CU +24hrs

DO 

DO

PC

PT

PC

Publish and update the cost if applicable.

CR +2hrs 

DO

PT


CS

US

Update the planning sheet

CR +2hrs 

DO

PT



UT

Update the FD ticket Id’s

24hrs

DO

DO

PT

BT

FDF

Finally, update the Document maintenance folder

48hrs

BT

PC







                                                                

Process to be followed:


  1. PT will send the schedules over the email for Lines/Events

  2. Upload all the schedules by naming the bus operators and schedule received to date in Planning_Schedules to Procure with specified operators

  3. DO will get the operator's name from the Procurement team which will be covering the trips.

  4. DO will send the schedules to the bus companies and get their confirmations. if not received, first follow up in 24 hrs and 2nd follow up in 48 hrs

  5. The operator will send the contract to the DO and DO will sign the contract and resend them to the operators including the Backend Team of operations.

  6. If not already on a fixed cost then confirm the cost and update the trip cost in the admin panel. (How to update trip cost in the admin panel) In case of prepaid trips share the invoice or contract with [email protected]

  7. Once the Operator confirmed, DO will let the PT know so that they can publish the trips/publish the trips themselves(How to publish the trips)

  8. DO will inform planning by tagging the requestor in the planning sheet.(How to Update the Planning sheet?)

  9. DO will update the Freshdesk ticket Id’s with contract/confirmations against each trip Id’s in the schedules posted in  Planning_Schedules to Procure with specified operators

  10. Backend Operations will pick up the ticket IDs and download the invoice/contract/confirmations and follow their document maintenance process.





Execution model: Based on RACI Model

Quality Check (QC): As per the Quality form

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

Business Continuity Plan (BCP): NA

Work-Load assessment: 30 minutes per Schedules

Cost Saving: 

Total workload saving: 

Impact on Turnaround time: 

Average Transactions per month: 

Total Cost Saving: