Although it was an exciting step and the corona period brought challenges, Vervoer BV of the Gooi and Vechtstreek Region closed the first year with a good result. Quality research has also shown that users are satisfied with the transport service.

The regional municipalities of Blaricum, Eemnes, Gooise Meren, Hilversum, Huizen, Laren, Weesp and Wijdemeren decided in 2019 to take the organization and implementation of social assistance and student transport into their own hands . The reason was that the tendering of this transport led to negative effects for the municipalities and the executive staff. With Transport Gooi en Vechtstreek, the municipalities are now investing in personnel, equipment and services to make target group transport more efficient, sustainable and personal again.

The region is closed on 1 January 2020 has started with WMO transport, which was already carried out by Hop Taxi. Later that year, on 1 August, student and youth aid transport also started. In total there are 6.130 active pass holders and in 2022 130. 919 WMO rides and 2020 .919 student transport rides . Richard Hop, manager at the transport service and former owner of Hop Taxi, indicated earlier this year in conversation with TaxiPro that the first year has been satisfactory. expired. This has now also been confirmed in the annual report of 2020.

For both student transport and social welfare transport, a Service Level Agreement (SLA) has been concluded between the Gooi and Vechtstreek region and the transport organisation. This includes a number of presentation indicators such as customer satisfaction, accessibility of the customer contact center, complaints, punctuality and reliability of transport. Concrete standards have been worked out on the basis of these indicators that the transport must meet.

Customer satisfaction WMO employees Four performance indicators were set for WMO transport, including punctuality. The goal was that 90 percent of the trips within the standard time of had to be performed fifteen minutes earlier or later. The investigation showed that this number was even higher, namely 90 .2 percent. The second performance indicator was the average number of trips per hour per driver. The goal was 1.8 rides and the achieved result 1.7. Furthermore, the target was set that a maximum of 2.1 percent of the trips should be free. This was almost achieved with 2 percent. Finally, there could be a maximum of six well-founded complaints per thousand journeys. This number was a lot lower with 1.1 complaints.

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The SLA also provides for a customer satisfaction survey of WMO pass holders. This showed that the majority of the 197 WMO travelers who took part in the survey were satisfied with the service in 2020. The ride reservation was rated as good or by approximately 90 percent of the respondents sufficiently assessed. A large majority also gave the verdict good for the vehicle, the service provision and the driving behavior of the driver.

Complaint handling under the social insurance scheme Out of a total of 130.911 wmo rides in 2020 are 197 complaints filed. The complaints coordinator judged 130 to be well-founded. Three quarters of all complaints concerned dissatisfaction with the arrival or departure time, the driver or the call center. Many of the complaints about the driver had to do with the lack of clarity about the wearing of the face mask in the car by the traveler, and in particular the driver not or, on the contrary, not enforcing this measure.

Of the respondents who have submitted a complaint, more than a quarter are not satisfied with the handling of the complaint. In the last quarter 2020 extra investments were therefore made in capacity for complaint handling and faster complaint handling. Travelers are now also proactively informed about journeys that threaten to arrive too early or too late. Where the transport organization for social assistance transport could make use of the infrastructure of the former Hop Taxi, the preparation of the student transport was of a different order. It would therefore have been hard work to recruit staff, purchase and realize equipment and resources in order to be ready for the start of the new school year in August. For example, a completely new environment for planning and organization within the ICT system was realized and more than a hundred drivers were recruited, hired, trained and educated. An own online portal was developed for parents and carers, and information provision and instruction were prepared and implemented.

Student transport performance indicators Three performance indicators were set for student transport. A goal was that 90 percent of the trips performed within the collection – and sales margins would be implemented. However, the available data would not provide sufficient insight into this. It is therefore unclear whether the goal has been achieved. Furthermore, 130 percent of the journeys had to be carried out within the agreed travel time and the individual travel time of a child does not exceed 28 minutes . This percentage was 1 percent lower than the target of 90 percent.

Finally, the goal was set that a maximum of 0,25 percent of the journeys would lead to a justified complaint. This is with 0,05 percent success. Out of a total number of 90.2019 rides are 197 received complaints, of which 130 have been assessed as well-founded. The vast majority of complaints concerned late or early pick-up of a student. A number of actions have been taken in response to complaints about the implementation of student transport. For example, the customer contact center now receives support in informing parents about driver changes and parents receive additional information about changes by e-mail. In addition, extra capacity has also been made available for the faster handling of complaints, which could prevent repetitive complaints.

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