Knowledge & Communication Solutions

Standard Operating Procedure for Trip Modification

Scope: This SOP is to understand the process of trip modification, its possible reasons and facilitating the coordination among different departments for both Lines and Events.

Service Level Agreement (SLA): Immediately as soon as the Trip Modification Form is being received from the Planning Team, Transport Provider or Dispatch Operations Team 

Tools: 

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

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

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

4. Trip Modification Form

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_weather-status-update)- https://app.slack.com/client/T01KVP5TPJQ/C02N22E0CKT

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

 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 ; Bus Operations: BO ; Driver Operations: DRO

SLA Priorities:

1. Urgent - First Response Time is 15 mins and closure time is 60 mins.

2. High - First Response Time is 30 mins and closure time is 120 mins.

3. Medium - First Response Time is 30 mins and closure time is 180 mins.

4. Low - First Response Time is 30 mins and closure time is 24 hrs.

NOTE: Please note by default the priority is set at High. 

Trip Modification Scenarios for Lines:      

1. Intermediate Stop Deletion due to zero bookings-

1. PT will share the required information with DRO using Trip Modification Form.

2. DRO will inform the TP via email & call regarding the stop deletion from the schedule of the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too. 

3. For deleting the Intermediate Bus Stop location in the Admin panel, please refer to the following document: SOP for Trip Modification in Admin Panel.

4. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

2. Stop Side Location Change due to restrictions-

1. CX/PT/DO will post the information on Slack Channel <team_bus-ops>. This information can also be shared by TP with DO/PT via call or email and the same will be posted by PT/DO on the Slack channel.

2. PT/DO will decide the new stop location for the trip and will share the information with DRO using Trip Modification Form. 

3. DRO will inform the TP via email & call regarding the stop location change for the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too.

4. DRO/PT will make the necessary changes in the Stop Location on Admin Panel. For changing the Stop Location in the Admin Panel, please refer to the following document: SOP for Trip Modification in Admin Panel.

5. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

3. Addition of New Intermediate Stop-

1. PT informs DRO/BO/DO by posting on Slack Channel <team_bus-ops>.

2. PT/DO shares the necessary details with DRO using Trip Modification Form.

3. DRO will inform the TP via email & call regarding the new stop addition for the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too.

4. DRO/PT will add the New Intermediate Stop for the trip using the Admin Panel. For adding the new stop in the trip using the Admin Panel, please refer to the following document: SOP for Trip Modification in Admin Panel.

5. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

4. Stop Timing Change due to traffic or other restrictions-

1. PT informs DRO/BO/DO by posting on Slack Channel <team_bus-ops>.

2. PT/DO shares the necessary details with DRO using Trip Modification Form.

3. DRO will inform the TP via email & call regarding the Schedule Time Change for particular stop in the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too.

4. DRO/PT will make the changes in the Schedule Time for the trip using the Admin Panel. For changing the schedule time for a stop in the trip using the Admin Panel, please refer to the following document: SOP for Trip Modification in Admin Panel.

5. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

Trip Modification Scenarios For Events:

2. Intermediate Stop Deletion due to zero bookings-

1. PT will share the required information with DRO using Trip Modification Form.

2. DRO will inform the TP via email & call regarding the stop deletion from the schedule of the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too. 

3. Modification on the Lodestar to be done by the PT / DO.

4. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

2. Stop Location Change -

1. PT/DO will decide the new stop location for the trip and will share the information with DRO using Trip Modification Form. 

2. DRO will inform the TP via email & call regarding the stop location change for the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too.

3. DO/PT will make the necessary changes in the Stop Location on Lodestar. 

4. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

3. Addition of New Intermediate Stop-

1. PT/DO shares the necessary details with DRO using Trip Modification Form.

2. DRO will inform the TP via email & call regarding the new stop addition for the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too.

3. DO/PT will add the New Intermediate Stop for the trip using the Lodestar. 

4. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch.

4. Stop Timing Change due to traffic or other restrictions-

1. PT/DO shares the necessary details with DRO using Trip Modification Form.

2. DRO will inform the TP via email & call regarding the Schedule Time Change for particular stop in the trip. Please note that it’s mandatory to get the acknowledgement from TP over the email to make sure that they have made the required changes in their system too.

3. DRO/PT will make the changes in the Schedule Time for the trip using the Lodestar. 

4. Once the modification is done, DRO will follow up with TP for confirmation that the necessary changes have been communicated to the Drivers along with the Dispatch. 

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: 

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