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<br /> <br />Lessons Learned <br /> <br />1. WCE has only 17 employees, but contracts with approximately 200 employees to <br />deliver services. WCE suggests this helps to control costs and maintain <br />fresh ideas by continually seeking proposals to do the work better and for <br />less money. <br /> <br />2. WCE drafted a business plan. WCE believes one must understand its "qualified <br />commuter". <br /> <br />3. WCE offers a "SMART card" for riders to purchase tickets. The card offers <br />discounted fares. Approximately 30% of WCE customers use the card. <br />WCE can generate reports on card usage that provide the demographics <br />of its customers. <br /> <br />4. WCE noted that the "customer = King/Queen". WCE has numerous "listening <br />posts" to determine customer needs, such as: <br />. Customer satisfaction surveys <br />. Area resident surveys <br />. On-board surveys <br />. Comment cards <br />. Front-line reporting <br />. Quantitative and qualitative research <br />. Employee surveys <br />. Special projects surveys <br />. President rap sessions <br />. WCE advisory committee <br />. "Management by walking around" - contractors and staff <br /> <br />6 <br />~ <br />