Name of Process:

Incident Management

Process Owner:

Ajay Sharma

Created By:

Anurag 

Last Updated By:

Anurag

Date Created:

March 22, 2023 

Last Revision Date:

Process Purpose:

The purpose of the Incident Management process is:

• to help identify, resolve and report incidents as quickly as possible

• to ensure incident reporting form is filled accurately

• for identification, prioritization, and resolution of incidents, as well as communication with customers and documentation of incidents for future analysis and improvement.

This helps to promote consistency and improve the quality of incident reporting.

Process Scope:

The scope of the Incident Management process is limited to the reporting and management of incidents that impact our customers. This includes incidents related to our service issues, customer complaints, and any other issues related to the bus ride quality that may impact the customer experience. It can be reported by them during or after the service. The process involves the 

Process Input:

This process will be initiated when a customer reaches out to the customer experience team through call, chat, email, and SM channels with the complaint(s) about the ongoing or a past trip. Trip identification will be a crucial input to this process

Process Boundaries:

Incidents to be reported:

1. Missing Amenities

2. Water bottle

3. Power outlet

4. WiFi

5. Restroom

6. Cleanliness

2. Unprofessional Driver behavior

3. Skipped stop

4. Early departure

5. Delay due to driver or company fault

6. Unauthorized rest stops

7. Tracking issue

8. Off route

Incidents not to be reported:

1. Delay due to traffic

2. Pre-informed by the bus operators

Incidents eligible for compensation can be provided with coupons. 

Process Flow:

The incident reporting form comprises of the below options that need to be filled in by the representative:

1. The CX representative to fill in their email address

2. Line of Business has to be selected from the dropdown as “Lines”

3. The date of the incident signifies the date of travel on which the concern was faced by the pax.

4. The Trip ID has to be mentioned correctly.

5. Bus number can be found by clicking on the operator name against each trip ID in the Full Schedule on the admin panel. If not present, the number can be confirmed by the assigned dispatcher for the particular trip.

6. The Route Name can be filled in by clicking on the trip ID of the trip in question.

7. The departure time is to be mentioned as reflected in the trip details.

8. Choose the exact bus company name from the dropdown.

9. The driver's name has to be filled in as mentioned in trip details

10. After detailed probing from the pax, the category under which the incident fell has to be selected from the dropdown options.

11. On the next page, the subcategory of the incident has to be selected, closest to the detail as shared by the pax.

12. The details of the incident have to be filed in the customer’s words describing clearly the issue faced by the pax including the email address of the pax and the ticket reference code. Look for grammatical errors and format issues while filling out the incident form. Do not simply COPY & PASTE what the customer writes.

13. If the incident negatively affected the pax’s experience select the first option or else select the second option.

14. If the pax shared any picture or any file related to the incident it can be uploaded in the next column.

15. The channel through which the pax approached the CX team has to be selected. If the option is not available, the source has to be written in the space adjacent to the Other option.

16. On the next page, the status of the incident has to be selected as Open, and then click on the Submit button at the bottom of the form.

Incidents:

1. Missing amenities

   1. Water Bottle

      1. Customer complaints that they did not get water

         1. While the bus is en-route

            1. Ask the customer which bus are they on

            2. Notify the dispatcher that the driver did not offer water and ask them to call the dispatcher

            3. Inform the customer that
               We’re sorry to hear that you weren’t offered water. I’ll take this offline and pass on the feedback to our operations team, so this isn’t repeated. Thank you for reporting this to us & my sincerest apologies for your experience!

            4. Wait for the dispatcher to respond

            5. If the dispatcher confirms that there is no water on the bus, then report an incident

            6. If the customer is adamant, apologize for the inconvenience. Thank them for reporting the issue, and ask the customer to allow us till the end of the trip. So, we can look into it with our concerned team.Offer a 5% of the ticket price coupon as a one-time courtesy but only after the trip has ended. 

         2. Customer complaints after the trip

            1. Report an incident

            2. Inform the customer that
               We’re sorry to hear that you weren’t offered water. I’ll take this offline and pass on the feedback to our operations team, so this isn’t repeated. Thank you for reporting this to us & my sincerest apologies for your experience!

            3. If the customer is adamant, then offer 5% of the ticket price as a one-time courtesy

      2. Wanted multiple bottles but got only one
         Inform the customer that
         We have limited bottles on every ride and might not always be able to offer extra water bottles to one passenger. However, you can request the driver for the same and if there are extras, we can always help you with those.

   2. Power Outlets

      1. Unable to find power outlets - while on trip

         1. Tell the customer that
            Please check under the seat or on the seat for the outlets, if you haven’t already done that. If you still can’t find the outlets, please check for one on nearby seats or walk up to the driver and s/he’ll be able to help you spot those

      2. There were no power outlets or outlets not there on every seat or power outlet were not working

         1. Tell the customer that
            We’re sorry to hear that. I’ll take this offline and pass on the feedback to our operations team for further investigation. Thank you for reporting this to us & my sincerest apologies for your experience!

         2. Report an incident about the same once you have details about which bus the customer was on

         3. If the customer is adamant about compensation, then offer a coupon worth 5% of the ticket price as a one-time courtesy

2. Wifi

   1. Wifi name and password

      1. We can check the credentials using this sheet. If the detail is not found in the sheet, the CX representative is to post a message on the #now_dispatch slack channel and get the information from the team.

   2. Connected but says “No internet”

      1. Tell the customer that 
         Sometimes when the bus is in low network areas, connectivity might be an issue. With that said, can you please ask the driver to turn off the wifi and turn it on again, that works sometimes

   3. No wifi on the bus

      1. Tell the customer that We’re sorry to hear that. I’ll take this offline and pass on the feedback to our operations team for further investigation. Thank you for reporting this to us & my sincerest apologies for your experience!

      2. Report an incident about the same once you have details about the bus the customer was on

      3. If the customer is very adamant, then offer a coupon worth 5% of the ticket price as a one-time courtesy

4. Restroom
   Customer complaints about any one of the following

1. The restroom is unclean or smelling, or water is overflowing from the toilet

   1. Tell the customer that 
      We’re so sorry to hear that. I’ll immediately pass on this feedback to our operations team for action. Thanks for reporting this and sincerest apologies for your experience!

   2. If the bus in en-route, inform dispatch to contact the driver and help fix the problem

   3. If the customer is very adamant, then offer a coupon for 5% of the ticket price as a one-time courtesy

   4. Report an incident

   5. Once confirmed, send the 5% coupon to all the affected passengers

2. No sanitizer

   1. Tell the customer that 
      We’re sorry to hear that. I’ll pass on this feedback to our operations team so that this isn’t reported. Thanks for reporting this and apologies for your experience!

   2. Report an incident about the same

3. No toilet paper

   1. Tell the customer that 
      We’re so sorry to hear that. I’ll pass on this feedback to our operations team so that this isn’t repeated. Thanks for reporting this and sincerest apologies for your experience!

   2. Report an incident about the same

4. The door of the washroom is locked or is not getting locked

   1. Tell the customer that
      Can you please walk up to the driver on the bus and inform them of this. S/he will be able to help you out. Please let me know in case that doesn’t work out

   2. If the customer says that they’ve already spoken to the driver and s/he couldn’t help, then ask dispatch to contact the driver if the bus is en route. In this case, tell the customer that
      I’m sorry to hear that the driver couldn’t help you. I’ll report this to our operations team for immediate action. Thanks for reporting this and sincerest apologies for your experience!

   3. Inform dispatch about the issue immediately and request dispatch to ask the driver to make a stop in a rest area for a restroom break

   4. If the customer is adamant, then offer a coupon worth 5% of the ticket price

   5. Report an incident about the same

   6. Once confirmed, send a 5% coupon to all the affected passengers

5. Cleanliness

   1. The bus wasn’t clean

      1. Gather details from the customer on what was exactly unclean in the bus

      2. Tell the customer that
         We’re so sorry to hear that. I’ll pass on this feedback to our operations team for action so that this isn’t repeated. Thanks for reporting this and sincerest apologies for your experience!

      3. Report an incident about the same

2. Complaint about driver

   1. Unsafe driving

      1. Gather details from the customer on why they believe the driver is driving unsafely

      2. Identify the trip

         1. If the passenger on a bus reports the incident, ask for the ticket reference code and identify the trip

         2. If the incident is reported by a person driving on the road and is not present on the bus, ask for the identification of the bus, license plate, and location

      3. If the bus is en-route, then tell the customer that
         I’ll pass this information to my operations team for immediate action. The safety of our passengers is of utmost importance to us. Thanks for reporting this.

      4. Inform dispatch about this immediately and ask them to reach the driver for correction

      5. Once dispatch gets back with information, share this with the customer

      6. Report an incident

   2. Listening to music/using a smartphone

      1. Gather all details from the customer on what exactly the driver is doing

      2. Share the details immediately with the dispatch team

      3. Inform the customer

We discourage all drivers from performing any such action while they are driving and are surprised to hear about the same. The safety of our passengers is of utmost importance to us. I’ll go ahead and report this to our operations team for immediate action. Thanks for reporting this.                 

3. Not checking tickets

   1. Inform the customer that
      We encourage all drivers to check tickets at the time of boarding and are surprised to hear about this. I’ll report this to our operations team for action. Thanks for informing us about this.

   2. If the driver ends up boarding a passenger at an incorrect location. Inform the customer that
      We’re really sorry to hear that. Such an occurrence is very rare and we’ll do our best to help you get to your destination safely.
      Immediately refer to the emergency handling procedures

   3. Report an incident about the same

4. Rude/abusive behavior

   1. Gather details from the customer on what exactly happened

   2. Inform the customer that
      I’m so sorry to hear about your experience. We encourage all drivers to be polite & courteous, but this seems like an exception. I’ll go ahead and report this to our operations team for immediate action & further investigation. Thanks for reporting this!

   3. Report an incident about the same

5. Didn’t help with luggage

   1. Inform the customer that
      We encourage all drivers to help the passengers with their luggage, but this seems like an exception. I’ll pass this feedback on to our operations team so that this isn’t repeated. Thank you for reporting this and apologies for your experience.

   2. Report an incident about the same

6. Irresponsible handling of luggage

   1. Gather more details from the customer about what exactly happened

   2. Inform the customer that
      We’re sorry to hear that. I’ll report that to the operations team so that this isn’t repeated. Thank you for reporting this and apologies for your experience.

7. Skipped stop

   1. Information about the skipped stop is coming from the passenger

      1. Check from the admin panel under “see trip history” if the driver actually departed early from the stop

      2. If yes, then inform dispatch about this and wait for their confirmation

         1. If dispatch confirms, then refer to code red handling procedure

      3. If not, then check with the customer if they were at the correct pick-up location. It will likely be that the customer was at the wrong location. Inform the customer that
         I’m sorry to hear that you missed the bus, but it seems that you weren’t present at the correct pick-up stop at the scheduled pick-up time. I can confirm this since there were other passengers who boarded from the same stop as yours. I’ll do my best to help you here.
         Now refer to the process for missed bus

   2. Information is coming from dispatch

      1. Refer to the protocol for code red handling procedure

   3. Report an incident about the same

8. Early Departure from Stop

   1. Checks from the admin panel under “see trip history” if the driver actually departed early from stop

   2. Once checked, immediately inform the dispatcher on duty about the same

   3. Once the dispatcher also confirms, inform the customer:

We’re really sorry to hear that. Such an occurrence is very rare. Please bear with me till our operations team is figuring out the logistics to help you get to your destination.
Immediately refer to the emergency handling procedures

4. Report an incident about the same

5. Unauthorized stop by driver

   1. Information about unauthorized rest stop is coming from the passenger

      1. Get details from the customer (at which location, at what time, for how long did the driver stop?)

      2. If the trip is live, write to dispatch immediately mentioning the same and asking them to verify this.

      3. After reporting it to dispatch file an incident

If the trip has ended, file an incident immediately

4. Wait for dispatch’s confirmation and check for the reason for such a stop

5. If dispatch confirms, send a notification to all the passengers on the bus that We are aware of the situation and we sincerely apologize that the driver took an unauthorized stop on the trip. This occurrence is rare and we are getting the bus moving right away.

6. Check with dispatch for the reason for the unauthorized stop

7. If the stop was for more than 20 minutes due to an invalid reason, get back to all the passengers with an apology and compensation. Coupons should be of a value of 25% of the ticket price or $10 per passenger, whichever is higher

8. Check with the dispatcher about the delay for the upcoming stops and send delay notifications to the passengers accordingly

2. Information is coming from dispatch

   1. Send an email to all the passengers on the bus about the situation and that the bus should be moving soon.

   2. Check with dispatch for the reason for the unauthorized stop

   3. If the stop was for more than 20 minutes due to an invalid reason, get back to all the passengers with an apology and compensation. Coupons should be of a value of 25% of the ticket price or $10 per passenger, whichever is higher.

6. Driver lost/Off-route

   1. Ask for the ticket reference code and check from the admin panel under “live trip” if the driver is actually not following the correct path

   2. Once checked, immediately inform the dispatcher on duty about the same

   3. Inform the customer:
      We’re really sorry to hear that. Such an occurrence is very rare. Please bear with me till our operations team is contacting the driver to understand why he went off-route

   4. If the dispatcher confirms the driver is lost, send a notification to all the passengers on the bus about the situation and that we are doing everything we can to get the driver back on the correct path. Report an incident

   5. If the dispatcher informs the driver went off-route to avoid traffic on the main route, inform the passengers about the same. Incident reporting is not required in this case.

Process Output:

The output would include the following:

Incident filing: These reports would document the details of the incident, including the nature of the problem, the impact on the customer, and any follow-up actions that need to be taken.

Incident resolution: This would involve the complete resolution of the incident, ensuring that the customer's needs have been met, and the incident has been fully resolved as per the governing processes

Communication: The process output would also include communication with the customer to inform them of the incident, its impact, and the steps taken to resolve it. This would help to maintain transparency and build trust with our customers.

Documentation: The Incident Management process would also result in the creation of documentation that can be used to improve the process in the future. This documentation may include incident reports, lessons learned, and recommendations for process improvements.

Exceptions to Normal Process Flow

1. An incident form is not required to be filed if the same concern is reported by the same passenger through multiple channels.

2. Compensation in the form of a refund is to be processed only after the incident has been verified by the Ops team or an exception has been considered by the manager

Control Points and Measurements:

1. Fill out the incident form correctly with all the relevant information. Select appropriate categories, investigate, ask questions, and mention as much detail as possible. This is very important and can help Ops to resolve the concern quickly.

2. Ask relevant questions during customer interactions and report the issues accordingly. This will help us to understand the customer's problem better and provide a solution that meets their needs.

3. Do not raise issues on personal chats. Rather use appropriate channels to report incidents. This is important to ensure that the issue is addressed with the relevant team.  

4. Look for grammatical errors and format issues while filling out the incident form. Do not just COPY PASTE what customers write. This will ensure that the incident form is clear and easy to understand.

5. Put your own email address while filling out the incident form and not the customer's email on the first page. This will ensure that the incident report is sent to the correct person.

6. Report the incident and wait for the operator's response before initiating any sort of compensation. If urgent, let Aditya/Kevin know separately, and they'll try to get the operator's response as soon as possible.