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The paratransit program here in Rhode Island recently switched to a new software system for scheduling rides. The transition has been disastrous and many people have either missed their rides because the buses arrived far too early, or (more frequently) waited hours for a ride that couldn't possibly have made it to them on time because this system expects these drivers to essentially be in two places at one time - allowing for no travel time between the drop off of one customer and the pickup of the next. The new system also does not find it necessary to provide the drivers with the detailed directions to pickup locations (e.g. building descriptions, corrections to where their GPS might send them, etc.) that many customers have on file. Two weeks ago, a combination of these two factors resulted in my getting home ninety minutes later than I should have.
Obviously, another effect of the scheduling debacle is that their customer service lines have been far busier than usual. So, as I discovered today when I called to check on my pickup time (as it can vary by up to thirty minutes in either direction from one's requested time), they have modified the message on their answering system to ask for people's patience when waiting to speak to a customer service rep. Calls are answered in the order in which they are received, they admonish, so hanging up and calling again will only further the delay.
Except, after I had been holding for about fifteen minutes... they hung up on me. 
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