THE IMPACT OF TECHNOLOGY AND LABOR MANAGEMENT STRATEGIES ON THE EFFICIENCY OF TELEPHONE INFORMATION SERVICES

The impact of two trends on the operational efficiency of telephone information services provided by public transportation authorities is evaluated: (a) rapid technological advancement, and (b) new strategies in labor management. This paper is based on data acquired from 15 on-site case studies conducted at diverse transit authorities across the country, as well as a background literature search. Three technologies are examined: (a) automated and microfiche data retrieval systems, (b) automatic call-distributor (ACD) equipment with management information system (MIS) capability, and (c) computerized rider information systems (CRIS). Four experiments in labor management strategies are examined: (a) use of part-time agents, (b) use of entry-level clerks instead of former bus drivers as agents, (c) contracting out the service to a private firm, and (d) replacement of most agent positions with prerecorded taped messages. The central finding is that strategies that enhance labor productivity by increasing management's control over work practices and labor standards are effective for improving the efficiency of telephone information. This includes ACD equipment, use of part-time employees, and contracting out the service. Although CRIS also has this potential, its capital cost is high, particularly given the uncertainty of its marketing effectiveness in the United States. Replacement of agents with prerecorded announcements reduces costs and hence improves efficiency, but at an unacceptable cost to service effectiveness. Although automated data retrieval may improve the quality (and hence the effectiveness) of the service, it does not, by itself, improve the efficiency.

• Record URL:
  • http://onlinepubs.trb.org/Onlinepubs/trr/1985/1039/1039-001.pdf
• Summary URL:
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  • Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved.
• Authors:
  • Cutler, Marc R
• Publication Date: 1985

Media Info

• Media Type: Print
• Features: References; Tables;
• Pagination: pp 1-9
• Monograph Title: Transit marketing and fare structure
• Serial:
  • Transportation Research Record
  • Issue Number: 1039
  • Publisher: Transportation Research Board
  • ISSN: 0361-1981

Subject/Index Terms

• TRT Terms: Economic efficiency; Impact studies; Information dissemination; Part time employees; Personnel management; Private enterprise; Productivity; Public transit; Technology; Telephone; Transit authorities
• Uncontrolled Terms: Efficiency
• Old TRIS Terms: Automatic call-distributor; Strategy
• Subject Areas: Administration and Management; Data and Information Technology; Economics; Highways; Operations and Traffic Management; Public Transportation; I10: Economics and Administration;

Filing Info

• Accession Number: 00459540
• Record Type: Publication
• ISBN: 030903955X
• Files: TRIS, TRB
• Created Date: Aug 28 2004 4:46AM