Laidlaw launches final idea from Best Practices search

OVERLAND PARK, Kan. – Laidlaw Transit Services has launched the third employee-generated idea from its Best Practices program. The Laidlaw CARES customer service/passenger experience program will be in place in many Laidlaw operating locations beginning April 1, 2007.

Laidlaw designed the Best Practices program to create, share, recognize and reward the best ideas from it more than 90 locations, with the ultimate goals of improving customer relations and the passenger experience (customer service) and reducing operating costs. This program made it possible for the frontline of the company, the drivers, dispatchers, road supervisors and maintenance personnel, to be creative problem-solvers. All locations submitted ideas in August 2006, and a “best of the best” idea was chosen by senior management to evaluate for company-wide implementation.

The winning customer service idea, the Laidlaw CARES program, was generated by the employee Safety and Solutions Team (SST) at Laidlaw’s Racine, Wisconsin operation. Laidlaw CARES is a method of measuring the performance, sensitivity and customer service of each location. The goal of the CARES program is to improve the passenger experience and motivate employees. This program consists of guidelines for employees to go the extra mile, passenger response cards and posters and a “Laidlaw CARES” telephone line to allow passengers to provide feedback on the quality of their rides. The feedback received through this program will be used to reward and educate drivers to improve Laidlaw-operated systems nationwide.

The other two ideas implemented from this program included the winning cost savings idea of using a bumper sticker on the buses as a recruiting method. This suggestion was developed by the Safety and Solutions Team at the Johnson County, Kansas location, and was discussed with the client to ensure buy-in. This low-cost suggestion has already saved money and has driven in applicants that have led to some very reliable hires. Finally, the Roseville, Minnesota SST suggested a three-pronged approach for driver retention, which combines an inexpensive, mounted GPS unit, mapping software and a mentoring program. This approach is designed to reduce the frustration new drivers feel from getting lost and increases the contact between staff and new drivers, which should lead to less employee turnover.

Laidlaw Transit Services, Inc. is one of the nation’s premiere providers of customized public transportation service. Laidlaw operates and manages paratransit and fixed-route transit services in 23 states and employs approximately 6,300 people. For more information, visit www.laidlawtransit.com.