We have developed and implemented public transport quality management and client experience systems for the Russian city government
Our client, public transport department in one of the Russian cities was going through strategic and operational reorganization in order to improve passengers' experience. The client aimed to get the tool to evaluate and timely react on the customer satisfaction indicators.
At the first stage of the project the consulting team collected the long list of potentially useful KPIs for the Client. Next, the KPIs were prioritized based on various factors:
• Data sources and ease of collection and validation;
• Leverages of indicator improvement;
• Frequency of changes (how often the indicator needs to be measured).
On the following stage consultant team designed the business-processes of data collection, processing and visualization based on the approved KPIs and developed dashboard templates. After the templates were approved the MCG developed digital automated dashboard with of client service delivery quality. The dashboards were designed as a multi-level solution assisting the decision-makers to analyze detailed data and prepare customized top-management reports on monthly basis. At the last stage of the project MCG team piloted the business processes.
MCG team designed and implemented solutions of data collection and processing that allowed the transport department to streamline service quality increase processes