Call Sign December 2008 - Page 21 - COMPLIANCE OFFICER’S REPORT

COMPLIANCE OFFICER’S REPORT
Hello Ladies & Gents, With so much pessimism in the media relating to the global economy, as an organisation we must remain positive. The taxi industry has always been a good barometer of the economic climate, so therefore we cannot remain immune to the current slowdown. But I can assure you that during these uncertain times, the current Board under the leadership of the Chairman has the experience and wisdom to make the correct business decisions to keep us ahead of the other circuits throughout the very challenging and testing period that we are all facing. We are a circuit of professional owner-drivers who have worked hard to get to the top of the tree in our field and in these tough conditions we must all work even harder to maintain our position in the market place. Accounts, however big or small, do not owe us a living and customer care and service must at all times be first-rate, more so now than ever before. Looking after accounts… As I have mentioned in previous articles, clients regularly receive management reports and are rightfully monitoring service levels, run-ins and are mindful of meter fares. The very small minority of drivers who violate the procedure rules that are in place to safeguard our work and credibility will be correctly dealt with. We must all be mindful that it can take a long or to advise arrival, then please do so; if you are parked a distance away from the actual pick-up address, please use your ‘parked’ button and make the Call Centre aware of your location. We, as professional drivers, are there to be judged so let’s make	sure that we keep our own house in order and up to our accustomed high standards. Let others make the mistakes. Customer care has never been more important than it is now, so please go that extra mile if you feel it helps or pacifies a potentially difficult situation - it will benefit us all in the long term. Booking in on EC5 There constantly seemed to be a minority of drivers who were never booking in correctly on EC5 and were further away than the allowed fifteen minutes from Finsbury Square when gaining a queue position. Then, of course, when a driver is pulled up about his or her position at the time of booking in, their version of how far you can travel in 15 minutes usually differs from the controllers’. So we have decided to alter the booking-in procedure for EC5. As of immediately, before any driver books into EC5, he or she must physically be in any of the City zones – that’s EC1, EC2, EC3 or EC4. This will make the situation much fairer and the same time to acquire an account, but it can be lost in an instant. It is vitally important that we follow correct trip details and confirm any changes to those trips with the Call Centre and the passenger in the back. If you are asked to make your own contact	for everyone, with no one gaining an unfair advantage with a ‘stretched’ 15 minute run. The situation will be monitored regularly and action taken against anyone that tries to take an unfair advantage over his or her fellow drivers. Cash number stickers You will have read Allen Togwell’s article in the November issue of Call Sign that since the start of the economic slowdown, credit card work and cash hirings are becoming more common. So in an endeavour to promote this business further and create additional income, I would like to remind you that we have produced a stock of the Dial-a-Cab cash telephone number - 0207 253 5000 - that can be affixed onto your taxi below the DaC logo. Those members wishing to advertise this number on their taxi can do so by visiting our fitting bay at Roman Way. House of Commons It is very important that you do not pass comment on any of the fixed prices with individual passengers. If you have a query, please contact Dial-a-Cab and discuss the matter with a senior member of staff. Individual passengers are unaware of the fixed rates on any particular trip and it is unprofessional to raise any queries with them on their journey home. Finally, with Christmas just around the corner, I would like to wish all of you and your families a very merry and prosperous festive period. Be very lucky and stay healthy… Allan Evans Allane@Dialacab.co.uk

PCO AND SGS: XMAS / NEW YEAR

The Public Carriage Office and SGS vehicle licensing inspection services will be open during the 2008/9 festive season as follows:

Public Carriage Office
Monday 22 December 2008 - Normal opening hours
Tuesday 23 December - Normal opening hours
Wednesday 24 December - Open 8:00 to 12:00
Thursday 25 December - Closed (Christmas Day)
Friday 26 December - Closed (Boxing Day)
Monday 29 December - Normal opening hours
Tuesday 30 December - Normal opening hours
Wednesday 31 December - Normal opening hours
Thursday 1 January 2009 - Closed (New Years Day)
Friday 2 January - Closed

SGS Inspection Sites
Monday 22 December 2008 - Normal opening hours
Tuesday 23 December - Normal opening hours
Wednesday 24 December - Open 7:30 to 12:00
Thursday 25 December - Closed (Christmas Day)
Friday 26 December - Closed (Boxing Day)
Monday 29 December - Open 8:00 to 15:00
Tuesday 30 December - Open 8:00 to 15:00
Wednesday 31 December - Open 8:00 to 15:00
Thursday 1 January 2009 - Closed (New Years Day)
Friday 2 January - Hanworth open 08:00 to 15:00*
*(for re-tests and ‘unfits’ only. Other SGS centres closed).

Call Sign Home Page

Page 22