Palm Tran Kicks Off Performance Management Program to Enhance Customer Experience
Palm Tran is setting a new standard for transit performance management with the launch of a new program called PT-Stat (Palm Tran Statistics) – an exciting, new initiative to enhance safety, efficiency and overall customer service. The program focuses on frequent gathering of data and involves reviewing and analyzing day-to-day operations and agency performance. Executive Director Clinton B. Forbes modelled the program after peer agencies, with the goal of setting a new precedent for enhancing the experience of managing and riding transit.
“PT-Stat is identifying opportunities, creating a culture of ideas and will result in services that exceed customers’ expectations,” Forbes said. “Coupled with diverse employee experience and knowledge, and innovative brainstorming, the PT-Stat program is fostering an environment of continuous improvement and learning at Palm Tran,” he added.
PT-Stat embraces data and statistics, and is a dedication to collect performance information and analyze it in a holistic, collaborative way. Among the metrics being examined are: customer service complaints and compliments, on-time performance data and accident and other safety information. The program kicked off in May 2017, beginning with employee cross-functional/cross-disciplinary teams being identified. The nine PT-Stat teams are: Fixed Route On-Time Performance (OTP), Connection (Paratransit) Safety and Accident Reduction, Fixed-Route Ridership, Connection OTP & Performance Per Hour (PPH)/Expense Adherence, Fixed-Route Customer Concerns, Expense/Budget Adherence, Connection Customer Concerns, Mean Distance Between Failures and Fixed-Route Safety and Accident Reduction.
“One of the key success factors of a high-performance organization is employee enthusiasm and involvement – participation from all departments is essential,” Palm Tran Manager of Performance Management Keith Clinkscale said.
Clinkscale and the Performance Management Office team oversee the PT-Stat program and implement, monitor and report Palm Tran performance metrics to the entire organization and Palm Tran Service Board (PTSB). Several agency-wide monthly forums have also taken place as part of the program. Since its launch, PT Stat has already resulted in identifying areas of opportunities for improvements and is beginning to move key metrics in the right direction.
“The forums are a chance for our new cross-functional PT-Stat teams to present recommendations and propose initiatives,” Forbes said. “There’s no end in sight for this program, Palm Tran is committed to being an organization that’s continuously striving to deliver the very best service to our community,” he added.
