February 16, 2009
LYNX Team Develops Online Software to Track Performance
The Central Florida Transportation Authority (LYNX) in Orlando has developed an internal training program—Service Excellence Training—to enhance its customer-centric goals and help the agency present a higher level of customer service for both internal and external customers. The program establishes service standards for safety, courtesy, efficiency, and cleanliness.
As part of this program, LYNX has created a number of subcommittees to develop and maintain the purpose and vision. For example, the agency found that the reporting of performance measurement regarding daily operations needed improvement, and formed a committee for the purpose of standardizing LYNX measurements and results for employees.
“This group looked at all functional areas of the organization and developed a measurement strategy for key areas in the agency,” said LYNX Chief Executive Officer Linda S. Watson. “Part of the strategy was to minimize the work of providing the data to a system for online viewing of measurements, as well as bringing efficiencies to the National Transit Database (NTD) reporting requirements.”
The LYNX Information Technology team, in collaboration with the subcommittee, designed a software application to allow for data collection, online reporting of performance measures, NTD reporting capabilities, and online historical NTD comparisons with peer agencies.
The program will use data warehousing concepts to manage all functional data reporting elements and connect to LYNX applications used in the management of operations to obtain the necessary data. The system will then provide reporting capabilities including online dashboards.
“The online dashboards will allow staff to view performance measures on a day-to-day, month-to-month, or year-to-year basis with just a glance,” Watson explained.
LYNX anticipates that the system, when fully developed later this year, will bring efficiencies with NTD reporting. This will allow for standardization of NTD data collection, analysis, reporting, and sharing of historical data with peer agency analysis.
From an internal standpoint, the system ultimately should allow LYNX to interpret the organization’s performance and to recognize those employees of outstanding work due to good performance, or even take corrective action to enhance their performance if needed.
LYNX has contracted with Technology Solution Providers of Fairfax, VA, to develop the system.