Orange County

OCTA provides a full slate of public transportation services across one of America's biggest metropolitan areas, operating on a highly congested network of freeways. OCTA's commitment is to expand mobility choices for seniors and persons with disabilities, and do this "the OCTA way," by providing top-quality performance.
OCTA performance is expected, and upheld, by stringent standards of customer satisfaction and on-time performance. Key goals include utilizing innovative technology to enhance service.

OCTA is also committed to the integration of diverse information technology systems in order to provide timely, necessary management information, and to the development of an auditable process for tracking and documenting every scheduled paratransit trip.

• Implement a coordinated action plan to improve transportation and paratransit services to the community
• Invest in IT systems to enhance information for decision-making.
• Improve on-time performance and customer satisfaction.
• Build a better employee relationship for the 580 employees working under the contract.
• Expand relationships with large passenger group centers to assure information flow regarding schedule adjustments.

• Develop an electronic tracking system to document every paratransit trip for quality and billing purposes.
• Assist client in meeting audit requirements by working jointly to clarify reporting and accountability needs, and then providing information in correct format at scheduled times.
• Provide client with expert advisors to assist in upgrading and transforming data management systems.

• Train operators to strengthen our customer service culture.
• Introduce a new model to help client improve efficiency by optimizing group trips and increasing the use of taxi services.
• Increase dispatcher attention to timeliness of trips through the implementation of the new "Veolia Vision" system, consisting of large screens mounted in the dispatch room displaying critical on-time trip data.
• Provide outstanding maintenance performance to 350 alternative-fueled vehicles.