95% target grade of customer service
Average speed of answer of five seconds
Labour cost savings of $150,000
The client
A division of the State Government’s Department of Transport responsible for providing public transport services across multiple cities and towns.
The challenge
The client needed a risk management and staffing solution that would help ensure smooth transportation for a state-wide international event, its 50,000 staff and volunteers, 6,600 international visitors and 3,000 media representatives. This involved facilitating access to transport across the state, while also maintaining regular public bus, train and ferry services across a service area spanning over 250 square kilometres.
They needed a way to accommodate an additional six million journeys over approximately six weeks, all while meeting their existing service obligations.
The solution
Probe CX was engaged by the client 12 months in advance to collaborate on developing effective risk management and labour ramp-up solutions. Several tactics were implemented by Probe CX to mitigate risks and ensure successful event transportation:
- A comprehensive risk management plan to identify potential transport challenges and concerns that may arise, before, during and after the event.
- A short-term staffing ramp-up plan, hiring 112 outsourced full-time employees (FTE) who supported the client’s own teams.
- The development of a dynamic social media strategy for effective transport disruption management that enabled quick communication with the public and event attendees.
During the 11-day event, Probe CX provided the client with detailed reports on performance and identification of customer pain points every two hours and conducted conference calls twice a day with key stakeholders.
