FY 2012 Operating Budget and FY 2013-2017 Financial ... - Septa

Operations
DIVISIONAL GOALS AND BUSINESS INITIATIVES
• Improve Service Quality and Customer Satisfaction
‣ Investigate new methods of providing real-time information
‣ Analyze the performance of the Silverliner V impact to service
‣ Continue to improve the process of delay notifications to passengers
‣ Partner with IT and Communications to roll-out Transit View to the public
‣ Complete the rollout of the Control Center website to all internal departments
and provide training as necessary; implement a field communication initiative
which will allow terminal supervisors to communicate with the customer using
real-time information
‣ Finalize and implement the new no-show and late cancellation policy in
coordination with the new CCT Communications System
‣ Manage fleet replacement plan to include purchase of additional vehicles for
ridership growth
‣ Develop Station Maintenance Plans (SMP) for Subway-Elevated stations
‣ Design and put into action a comprehensive plan to improve route
performance
‣ Partner with Customer Service and Information Technology in the new
Customer Relations Management (CRM) Program
‣ Work with Service Planning to develop a departmental operational strategy to
effectively manage the logistical challenges of the Interstate 95 reconstruction
project
‣ Effectively utilize Automatic Passenger Counting (APC) system data in
conjunction with on-time performance (OTP) to identify and prioritize specific
routes for restructuring and reallocation of resources
‣ Partner and collaborate with EMC, Communications and Service Planning to
develop a strategic business plan to implement the new transit sign initiative
for all 30,000 transit signs systemwide
‣ Partner with Service Planning and Communications to develop and implement
a formal process to make revisions to route destination signage and stop
announcements
‣ Continue to implement the plan for testing and accepting the Silverliner V fleet
‣ Manage Ambassador deployment for operational, customer service and
advocacy initiatives
• Improve Customer and Employee Safety and System Security
‣ Ensure that all levels of management are using quality assurance for rules
compliance (QUARC) data to analyze rules compliance
‣ Work with System Safety to develop a consolidated database that tracks all
non-QUARC inspection rides and reports to include those performed by
SEPTA and other external oversight agencies
‣ Continue to work with Government Relations towards stiffening legislation
regarding assaults on operators, cellular phone usage and engine idling
‣ Work with System Safety and Operations Training to develop and implement
an accident reduction program with a focus on pedestrian accidents
‣ Continue to work with Infrastructure to improve the physical plant conditions at
the operating locations
‣ Develop and implement a policy for the Vehicle Video Surveillance Systems
(VVS)
SEPTA Fiscal Year 2012 Operating Budget 74