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Appendix F Glasgow City Council Potential Service Standards
Vehicle
Accessibility and DDA compliance
Passenger and driver security
Vehicle emissions
Information displayed on vehicle
Branding
Cleanliness - internal and external
Driver and Other Staff
Training, development and qualifications
Code of conduct and discipline
Uniform and appearance
Customer care policy
Performance in Delivery
Punctuality/reliability targets and monitoring
Customer satisfaction monitoring
Vehicle breakdown rate
Customer Care
Enforcement of No Smoking policy
Information on how to access customer services
Agreed protocol/standard for customer service
Customer comment/complaints procedure
Customer code of behaviour and implementation plan
Service stability code of conduct
Passenger notification protocol for service and fare changes
Staff monitoring and supervision standards
Service Monitoring and Reporting
Provision of performance data to support QPS and service monitoring
Agreement to report and publish performance statistics
Service Development
Promote the use of services
Collaborate on service improvement and development initiatives
Participate in real-time information scheme
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