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    The Importance of Mystery Shopping in the Transportation industry
    Aug 20, 2015
    Prepare to Win. Perform to Expand.
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    Mystery shopping is a tool used by private and public organizations to measure the quality of customer service, operations, safety, contract compliance, and the overall experience of the everyday customer.

    Most people think this tool is only used for retail and restaurant businesses, but nowadays it is used by the government sector (Federal, State, and Local), transit agencies, parking garages, airports, taxis bureaus, colleges, and airlines just to name a few.

    Today, the transportation industry is using “mystery shoppers" to ride buses, trains, subways, and even taxis with one goal in common: Generate a positive customer experience in public transportation. Most of the time these mystery shoppers/riders are from a third party contractor with industry specific experience and they are secretly scheduled to board the routes the transit agency picked beforehand,  making observations and gathering all the data possible about customer service, safety, appearance, ADA (Americans with Disabilities Act) compliance, operations, and overall experience.

    "Our overall goal is to monitor our operators - like a quality assurance check," said Houston METRO's Senior Director of transportation. "We'll have eyes and ears out on our service from an objective point of
    view, so we can monitor where we need to do some actual work."
    When a transit agency like METRO sets a Mystery Shopping program in place, there are important variables to consider like the size of the fleet, routes, time of the day to evaluate (morning/evening rush hour), etc. A primary key value to consider during the mystery rider observation is safety. Safety concerns  include running a red light; not following speed limits; a bumpy ride; or hard turns where passengers feel like they're about to fall off a seat. Another advantage of using Mystery shoppers/riders is that the transit agency can compare the hard data vs customer complaints.  

    "It's to pinpoint what is really happening. Our main goal is to see a decline in the number of complaints that come in," said Marie Turner, operations support analyst. "We want the public to see a difference."

    Kim Wells,manager of customer service at Houston METRO, says using mystery riders is a great tool. "If you use it like in your retail environment - to improve the quality of service you offer - why wouldn't you do it in the transit industry?" Houston METRO is not the only transit agency doing this. Chicago Transit Agency  started a "mystery shopper" program back in 2008. They asked their mystery shoppers to evaluate key values such as providing on time, safe, clean, courteous, and efficient service.

    The use of technology used by Covert Travelers, mystery shopping and customer experience programs brings to the transit industry a whole new concept and opportunity to improve their customer service, safety and operations with a real time  feedback from front line operations.
    GovPartners specializes in customer experience management. Service offerings include mystery shops/rides, passenger/customer surveys and competitive intelligence. If you’d like to know more about our services and customer experience solutions, please e-mail inquiries to info2@govpartners.com or visit our website at www.govpartners.com I www.coverttravelers.com

           
     
    A successful company must have the ability to understand and effectively respond to the customer’s needs and concerns. Sales is often perceived to be mostly about trying to convince the customer that they need the product/service. Excellent customer service starts by knowing your customer and providing a beneficial solution to their needs.  Supply to the demand, don't demand to supply.
    - Cynthia Karnik
    Customer Experience Officer

     

    Apple working on designs for a car, could start testing soon

    China Eastern uses safety video to warn about battery charger use
    September
     

     

    Posted in GovPartners
    Tags: Mystery shopping Transportation Customer experience management
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    Reston Limo's COO Tony Simon joins GovPartners Event Panel on TNCs
    Feb 5, 2015

    COO Tony Simon joins panel on TNCs

    | By

    GovPartners panel framed

    Tony Simon and National Limousine Association board member Robert Alexander

    Tony Simon and National Limousine Association board member Robert Alexander

    Likening ride-hailing services to “organized hitchhiking,” COO Tony Simon represented the livery industry’s perspective on Transportation Network Companies at a recent breakfast panel hosted by GovPartners, an Ashburn-based company that specializes in government acquisition support service. About 50 transportation executives from private companies and government entities such as the DC Taxicab Commission and the Metropolitan Washington Airports Authority attended the event, which took place Feb. 4 at Clyde’s in Tysons.

    Other panelists at the event included:

    • Nick Ramfos, director of Alternative Commute Programs for the Metropolitan Washington Council of Governments
    • Aaron Brandenburg, an economist and statistical information manager for the National Association of Insurance Commissioners
    • Professor Matthew W. Daus, president of International Association of Transportation Regulators and partner at Windels Marx

    Click here to watch Tony Simon’s presentation in full:

    Reference Blog Post

    Posted in Events
    Tags: Govpartners Covert travelers Transportation Tnc's Rideshare Uber Lyft Sidecar Taxi Cab
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    TNC's...The New Cab?
    Jan 22, 2015

    It's that time again, sign up to attend GovPartner's quarterly panel discussion!

    This breakfast event will be held Wednesday, February 4th at Clyde's in Tysons Corner, Virginia at 8:30 a.m. The location is 5 minutes walk from the Greensboro Metro Station.
     
    The theme of this event is "TNC's Transportation Network Companies... The New Cab?" The focus is to bring together parties from local government, traditional taxi companies, and TNC's to have a discussion of the pros and cons of TNC's and their place in the transportation industry.
     
    Our panel includes Nick Ramfos, Director of Alternative Commute Programs for the Metropolitan Washington Council of Governments; Tony Simon the Chief Operating Officer for Reston Limousine; Aaron Brandenburg an Economist and Statistical Information Manager for the National Association of Insurance Commissioners; and Professor Matthew W. Daus the President of International Association of Transportation Regulators and Windels Marx Partner.
                        

    Don't miss out on this discussion and great networking opportunity!
    Questions? Interested in becoming a sponsor?  Please, contact us at info2@govpartners.com
     
    Stay tuned for further event details!
    Thank you to our Sponsors
     
                         




     

     

    Tags: Transportation network companies Tnc's Taxi Cab Transportation Regulations
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    GovPartners, Covert Travelers Transport to the Future
    Aug 26, 2014

    Transportation: Honoring the Past, Treasuring the Present, Shaping the Future

    FOR IMMEDIATE RELEASE
    Ashburn, VA (August 20, 2014) – GovPartners, LLC (“GovPartners”, “Covert Travelers”) a leading provider of complete acquisition management support services, with Covert Travelers, today announced they will be holding the 1st in a series of breakfast events at the National Conference Center in Lansdowne, VA Oct. 22nd from 8:00 am to 10:30 am.  The theme of this event is “Transportation: Honoring the Past, Treasuring the Present, Shaping the Future”.   The aim of this Series will be to inform Leaders, Sponsors, and Clients in the Transportation Industry of current events and an inside track as to what the future may hold.

    This event will include speakers of varying viewpoints and diverse backgrounds who can provide some insight into where the transportation industry is headed, how it can improve upon its past, and the issues affecting the present.  The keynote speakers for the Fall Breakfast are Bill Lanham Manager, Landside Contract Division of Metropolitan Washington Airports Authority - Dulles International Airport; David Dacquino President/ CEO of Skylink Air & Logistics USA; Ralign Wells, Director Office of Parking and Transportation of Maryland Aviation Administration, Baltimore/Washington International Airport; and Paul Mounier Transit and Commuter Services Division Manager, Loudoun County.

    The speakers will focus their discussions on the expected changes within the transportation industry; where we started, how we have evolved, and where we expect to be in the future.  The presentation will include all areas of transportation—ground, air and sea.

    “The future is delivered from the station of dreams to the destination of success, facilitated by various modes of transportation. We hope this event informs, enlightens, inspires, and cultivates innovations within the industry. GovPartners is honored to present such a prestigious panel of visionaries,” said Cynthia Karnik, GovPartners Customer Experience Officer™ (CEO).”

    A portion of the ticket proceeds from the Fall Speaker Series will go to the Dulles Area Transportation Association (DATA). 

    About GovPartners and Covert Travelers
    Founded in 2009, GovPartners, a certified small woman & minority owned business and LDBE, provides complete acquisition management, contract compliance and performance evaluation services.  Their mission is to engage with clients to help determine what should be measured and how, advise on the most effective ways to analyze the data and provide reports with conclusions and recommendations.  Covert Travelers developed as the Customer Intelligence Analyst (CIA) Division, the clandestine arm of GovPartners.  Covert Travelers is comprised of an experienced team focused on providing clients with objective metrics to measure customer experience and operational performance, currently serves transportation industry clients that represent some of the most innovative and successful customer-focused organizations competing in the marketplace.  Their surveying and experience management solutions deliver value to customer-focused companies in an array of industries.  For more information about GovPartners and Covert Travelers, visit their websites at www.govpartners.com and www.coverttravelers.com.
     
    For more information please contact:
    Meg Galvan / Creative Analyst
    GOVPARTNERS, LLC
    44927 GEORGE WASHINGTON BLVD. SUITE 230
    ASHBURN, VIRGINIA   20147 
    Phone:  (571) 252-3868 | Email: info@coverttravelers.com

    Posted in Press Releases
    Tags: Govpartners Transportation Mystery shopper Secret shopper
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    GovPartners Expands Covert Travelers
    Jun 11, 2014

    GovPartners is Taking the Mystery out of Customer Satisfaction, One Trip at a Time
    FOR IMMEDIATE RELEASE
    Ashburn, VA (June 11, 2014) – GovPartners, LLC (GovPartners) a leading provider of complete acquisition management support services, today announced they have extended their market research services for the transportation sector within the DC Metropolitan area. GovPartners’ newly developed Customer Intelligence Analyst (CIA) Division, the clandestine arm of GovPartners, is comprised of an experienced team focused on providing clients with objective metrics to measure customer experience and operational performance.

    GovPartners has successfully developed a transportation specific program that provides their clients with quality market research and customer intelligence reporting. “Our objective results significantly contribute to improving the way our clients do business, increases the productivity of our client’s vendors, and saves our clients’ money, while improving the end users overall traveling experience.  We are very pleased that we are able to further expand our core competencies with a goal to be recognized as the market leader in the transportation industry,” said Cynthia Karnik, GovPartners Customer Experience Officer (CEO).”
     
    GovPartners plans to expand its market reach to include land, air and sea transportation providers nationwide. Click on the following link to learn more.

    Covert Travelers Header

    About GovPartners 
    Founded in 2009, GovPartners, a certified small woman & minority owned business and LDBE, provides complete acquisition management, contract compliance and performance evaluation services.  Their mission is to engage with clients to help determine what should be measured and how, advise on the most effective ways to analyze the data and provide reports with conclusions and recommendations.  GovPartners currently serves transportation industry clients that represent some of the most innovative and successful customer-focused organizations competing in the marketplace.  Their surveying and experience management solutions deliver value to customer-focused companies in an array of industries.  For more information about GovPartners, visit their websites at www.govpartners.com and www.coverttravelers.com

    For more information please contact:

    Meg Galvan / Creative Analyst
    GOVPARTNERS, LLC
    44927 GEORGE WASHINGTON BLVD. SUITE 230
    ASHBURN, VIRGINIA   20147  
    Phone:  (571) 252-3868 | Email:     info@coverttravelers.com

    Posted in GovPartners
    Tags: Customer experience Service Mystery riders Transportation Mystery shoppers Secret shoppers
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    U.S. Sedan Awarded GSA Schedule
    Feb 22, 2012
    GovPartners, LLC
    Government Services Simplified
     
    44927 George Washington Blvd. Suite 230
    Ashburn, VA 20147
    (571) 252-3868
    www.govpartners.com
     
    FOR IMMEDIATE RELEASE
     
    U.S. Sedan Awarded GSA Schedule
     
    Ashburn, VA (February 22, 2012) – GovPartners, LLC (GovPartners), a leading provider of government business development and management services, is pleased to announced that U.S. Sedan Services, Inc. (U.S. Sedan)  has been awarded a General Services Administration (GSA) contract # GS-33F-0007Y and are now approved to offer transportation services to the government.  US Sedan has placed their expansive fleet and transportation services on the government's electronic ordering system, GSA Advantage!®.
     
    “Our GSA Schedule Award will enable U.S. Sedan to offer reliable and safe transportation to the government market worldwide,” stated Michael Pagano, Senior Vice President.  Mr. Pagano further stated “Being on the GSA schedule expands our reach to government contractors with complementary services looking to team and offer a complete turnkey transportation and services solution to the government sector. Our convenient location in the Washington DC metro area has enabled us to indirectly provide services to the government for many years, and with our recently awarded GSA Schedule; we look forward to working directly with numerous government agencies and their customers.”
     
    U.S. Sedan has continually demarked itself by the quality of its vehicles.  Quality transportation has significantly contributed to improving the way our clients do business by increased productivity thanks to advanced interior features catered to the "VIP on the go".  Time is valuable and U.S. Sedan saves clients valuable time.
     
    U.S. Sedan now plans to expand its market reach by offering services to GSA and its' buyers. 
     
    About US Sedan
    Founded in 1992, U.S. Sedan Service, Inc. is the preferred luxury transportation company with affiliates and locations servicing the greater DC metropolitan area and 550 cities worldwide. With its flawless details and impressive ability to cater to the client's individual needs, U.S. Sedan found its niche by providing superior class transportation services.  For more information about U.S. Sedan, visit its website at www.ussedan.com.
     
    GovPartners managed the schedule submission process on behalf of US Sedan facilitating the application preparation, submission and negotiations with government buyers at the GSA.  
     
    GovPartners, provides support services such as proposal writing, GSA supply schedule contracts, formulating contractor teaming agreements with approved government contractors, program management/deployment services, and contract administration support.
     
    For more information please contact:
     
    GovPartners, LLC
    571-252-3868
    info@govpartners.com
     
    # # # END # # #

     

    Tags: Govpartners U.s. sedan Gsa schedule Transportation Washington dc
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    GSA - FEMA RFO for Emergency Response
    Sep 8, 2011

    Sep 08 2011: This Request for Offers (RFO) transmits the Filing Instructions (FI) for the submission of Emergency.  Response rate offers on behalf of the Federal Emergency Management Agency (FEMA) and other Federal civilian agencies that require transportation services for Federal disasters and emergencies. Rate offers filed in response to this RFO and its FI will be in accordance with the terms and conditions of the GSA Standard Tender of Service (STOS) and this RFO and its FI. Please note in some instances this RFO and its FI will deviate from and will supersede certain provisions and requirements published in the STOS. Rate offers accepted in response to this RFO and its FI are due by 10:00 PM Central  Standard Time (CST), October 7, 2011. Rate offers submitted and accepted for the traffic identified in  Section 9 will be for the time period November 1, 2011 through October 31, 2012. Rate offers submitted and accepted and for the traffic identified in Section 10 will be for the period November 1,  2011 through October 31, 2012 with the Government’s option to extend from November 1, 2012 through October 31, 2013.

    Traffic to be included under this RFO and its FI will be freight-all-kinds (FAK) shipments moving via closed van for less than truckload and truckload, and for flatbed, single/double drop, lowboy and power  only units. The transport of travel trailers and mobile homes is also included.  Click here to request more information about this opportunity.

    Posted in In the News
    Tags: Gsa Fema Emergency response Transportation
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    GSA CHAMP Meeting 23 APRIL
    Apr 5, 2010

    Last year, the GSA Centralized Household Goods Traffic Management Program (CHAMP) created a committee consisting of Federal agencies to conduct an annual review of the GSA01 Domestic Tariff and the International provisions of the Household Goods Tender of Service (HTOS). The purpose of this review
    is to identify any domestic and/or international provisions that may need modification and/or clarification.

    The next committee meeting will take place the first week of May, 2010. At this time, GSA CHAMP is requesting comments from both Federal agencies and household good transportation service providers in regards to any Tariff and/or HTOS provisions that may need clarification or updating. When commenting, please provide a detailed description as to the issue and please include the proper tariff item or HTOS reference number.

    Please sumbit your comments to Brian Kellhofer at brian.kellhofer@gsa.gov no later than April 23, 2010. Comments will be reconciled and a response will be provided prior to the release of the 2010-2011 Household Goods Request for Offers, scheduled for release the latter part of August, 2010.

    Posted in GSA News
    Tags: Gsa Transportation Champ Htos
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