Greater Manchester Accesible Transport Limited - Customer Service Review

GMATL (Greater Manchester Accessible Transport Limited) is a charitable company formed to co-ordinate and manage Ring and Ride services in Greater Manchester.  It is regulated by a charitable trust, which receives its income from the Greater Manchester Accessible Transport Trust.  GMATL manages bookings for 19 service providers from their call centre, which is funded by the Greater Manchester Passenger Transport Executive (GMPTE)

Discussions between GMATL and GMPTE confirmed that the customer experience had suffered unexpectedly over a number of weeks and both organisations needed to understand the impact on service delivery and to improve the service offered. The Accord Partnership was approached to help GMATL identify the root cause and put forward recommendations to help resolve the situation.

Approaching the challenge from the customers' perspective, Accord was able to quickly identify the key issues and validated them by carrying out a detailed analysis of people, process and technology. This led to a presentation to officers of the GMPTE highlighting where GMATL had put improvement plans in place but also where the wider customer experience needed a collaborative approach by the GMPTE to engage all stakeholders.

Accord has subsequently been asked to extend their time with GMATL to help develop their call centre capability.