Morrisville Public Transportation Study

Methods & Models of Service Delivery

Service Delivery Evaluation Effective public transportation operates much like a normal business. Like businesses, public transportation providers have a board of directors, an administrative team, and a frontline service team. These structures vary slightly between public transportation providers, but the key elements are universal. The primary goal of these structures is to ensure that public transportation providers have the right balance of policy oversight and the capability to provide day-to-day service to customers. Governance At the highest level, all public transportation services are managed through a governance structure. Public transportation providers commonly utilize a three-layered governance structure that separates policy, administration, and service operations. This type of structure ensures that day-to-day service can be provided quickly and efficiently, while policy decisions and overall direction are provided by an oversight group. Oversight Group

Town/City Councils or separate appointed bodies usually serve as the oversight group for public transportation services. The oversight group is responsible for setting the strategic vision for the public transportation system, providing direction to the administration on policy and high-level strategic initiatives. The oversight group is not involved in the day-to-day operations. This distinction ensures the oversight group is separated from the day-to-day management of the service and remains impartial on their decisions. It also ensures that the administration can respond to routine functions and serve as management of the service. Manages day-to-day service operations, including all management, service planning/scheduling, accounting, and personnel management. The administration is led by a general manager, who reports directly to the oversight group. The general manager leads all other administrative staff and directs day-to-day operations to align with the oversight group’s direction on policy and high-level strategic initiatives. In cases where there is a contract with a third party, a contracts administrator is also utilized to ensure that the oversight group’s direction is followed and that the Town’s interests are carried out appropriately. Frontline staff are dedicated to the provision of public transportation. This group is made up of the operators, dispatchers, mechanics, and customer service representatives who interact directly with the customer. The frontline service team receives direction from the administration and carries out the daily operations of service.

Administration

Frontline Service

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