Project: Traveline: Qualitative Performance Monitoring

Reference: UG227M

Last update: 09/09/2003 15:28:36

Objectives

The main objective of this project is to use sample telephone recordings to assess the quality of delivery of the traveline service. It aims to establish whether enquirers were getting accurate and suitable information for their intended journeys.

Description

This project monitors the performance of the Traveline call-centres, based on sample recordings of public enquiries. It will report on whether enquirers are getting accurate and suitable information for their intended journeys.

Contractor(s)

Mystery Shoppers
Higher Sellick House, Clawton, Clawton, North Devon, EX22 6PS
01409 271133

Contract details

Cost to the Department: £48,000.00

Actual start date: 26 October 2000

Actual completion date: 30 April 2002

Publication(s)

No Publications
Author: N/A
Publication date: 30/04/2002
Source: N/A

Summary of results

  1. The work identified areas in the Traveline service delivery that could be improved.

Departmental Assessment Status: Project completed prior to the implementation of the Departmental publications scheme.