Week of June 12, 2006

Metro now offers customer services around the clock

Whether it’s by phone or online, Metro Transit is making it more convenient for thousands of customers to access transit information 24 hours a day, seven days a week to help get them where they want to go.

During the month of May – and for the first time ever – Metro’s Rider Information Services exceeded 1 million customers served in a single month. Transit managers attribute the jump in inquiries to several factors. Higher gas prices are creating new bus riders who need first-time information about the system. Also, this spring there were many service changes that sent veteran riders looking for updates. But passengers – new and old – also discovered that the Rider Information Office (RIO) is now open around the clock, with specialists ready to answer questions 24/7.

"Many people need someone to talk to directly for assistance with transit information, because they might not have a computer or be able to easily read a timetable,” said Lottie Cross, chief of Rider Information. “We know that RIO's 24/7 operation is a real benefit to many customers, and we're glad to have gotten this opportunity to reinstate this valuable customer service."

After statewide transportation funding was cut in 1999, Metro had to reduce the hours of operation for RIO – but the goal was to get back to the 24/7 service as soon as it was possible. Earlier this year, a flexible staffing plan was approved that allows some specialists to telecommute so that all shifts can be covered without the need for additional employees.

Photo: Metro OnlineThere are about 30 staffers in the RIO call center who work a variety of shifts to answer the phone. All must know the Metro system inside and out to answer any question that comes up about planning a trip or when the next bus will arrive at a particular bus stop. But, they must also be trained to answer questions about Sound Transit, Pierce Transit, Community Transit, Dial-a-Ride Transit (DART), services for people with disabilities (Access), the ferry system, and even local geography.

“We include all of those transit systems in our training, so that our customers don’t have to make multiple calls to patch together a single trip,” said Cross.

The RIO specialists are supported by the Customer Information Technology & Resource (CITRS) workgroup comprised of six information technology specialists with a unique transit background and orientation. They provide information, data, phone, computer and general technology support to RIO staff.

The RIO and CITRS staff work together to manage and provide the information given to customers via: the award-winning Metro Online Website; the online Trip Planner; calls to the automated/interactive Bus Time phone system; and the one-on-one phone calls handled by the RIO specialists.

Since RIO resumed to 24/7 operations in February, the number of incoming calls has been steadily climbing – at a growth rate almost double for the same period in 2005. For an average 24-hour period on a weekday, RIO will answer about 2,200 calls. The subject matter varies, but usually falls into several broad categories: trip planning; next bus arrival; fares; reroutes; or special service.

“When people call late at night or early in the morning, one of the first things they ask is: ‘Is this a real person?’ They are very appreciative that someone is there on the phone,” said RIO Specialist Deborah “D.J.” Johnson.

Johnson said the late-night and after-midnight callers are often asking when the next bus will arrive at a certain location, because they’ve worked late or are stuck somewhere without a car. The pre-dawn callers are frequently people who have to plan a new commute at the last minute because their job assignment was changed or their daycare plans fell through.

“If you look at our system, you’ll see that we really do operate 24-hour bus service,” said Gayle Torgerson, a customer information systems administrator. “By the time the Night Owl buses are finishing up their runs, the early-morning commute routes are leaving the bases. We need to have the customer services to support that bus service.

“The staff in RIO and CITRS might not drive your bus to the curb, but what we do is an integral part of 'We'll get you there.’”

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