For VIA, the future is not just a matter of dollars and cents. It is a matter of customer satisfaction. We have a future only if the people who board our trains are delighted with the VIA experience – and everything we do is focused on that goal.
MORE FOCUSED TRAIN TEAMS
With the merger of operating crews and the assignment of all customer-contact responsibilities to on-train service employees, VIA is moving closer to its goal of total customer satisfaction. Trains will be staffed by fully integrated teams, focused directly on giving our customers safe, high-quality service from start to finish.
All employees who are in contact with customers on our trains will be under the supervision of a single customer-service representative. The team will be responsible for all aspects of the passenger’s experience – from entraining and detraining to ticket handling, baggage handling and meal service.
ENHANCED ON-BOARD SERVICES
We undertook a number of initiatives to enhance the services available to our customers while on our trains. For example, VIA launched a new partnership with Second Cup Ltd., Canada’s leading specialty coffee company, to provide customers with the world’s finest coffee – part of our commitment to ensure a superior travel experience. In addition, we awarded a major contract to Cara Operations Ltd. to provide high-quality meals for passengers travelling in the Quebec City - Windsor corridor.
In the fall, we began regular publication of VIA Magazine, introduced earlier in the year on a trial basis. With features on Canadian arts, culture and travel destinations, the high-quality magazine has been greeted with enthusiastic response from readers. In fact, 93 per cent of readers who responded to the trial issue approved of the magazine.
BEST-OF-CLASS CALL CENTRES
In August, we launched a comprehensive review of our telephone service operations to ensure that VIA’s Call Centres are equal to the best in the business. VIA is conducting the review with the help of Technology Solutions Company, an international business consulting and technology solutions firm.
As part of the review, new performance standards are being developed to ensure that customers have easy access to our products and that they receive excellent service from the first point of contact. As well, we are looking at improved hours of operation, better call treatment, and the use of new technologies such as interactive voice response systems.
WORLD-CLASS STATION FACILITIES
As part of a program to upgrade station facilities throughout our network, we launched three major station projects in 1997. Montreal Central Station – the second largest after Toronto Union Station – is undergoing a $5 million renovation, including new ticketing with integrated baggage handling, new administration offices, employee facilities, better signage, platform improvements, and a track-to-concourse baggage belt system. Consolidation and rationalization of occupied spaces will contribute to greater operational efficiencies. Work is scheduled to be completed in June, 1998.
At the Dorval station in suburban Montreal, work has begun to enhance facilities for customers, including a business area for customers travelling VIA 1 class, a small family area, and video monitors. The project will serve as a prototype for future upgrades at other stations.
In Edmonton, VIA is building a new 5,000 square foot station to replace the current facility, which is in the basement of a CN building. The new station will provide access to municipal buses, taxis and a shuttle service to Edmonton’s international airport. Bringing VIA "out of the basement" will give passenger rail better visibility and travellers better access, while improving the efficiency of customer service delivery.
VIA has also acquired property and station facilities in London, as the first step towards a major station redevelopment project in southwestern Ontario.
Entertaining on the Ocean
Customers travelling on our eastern transcontinental during the summer enjoyed the services of our new on-board Entertainment Coordinators. The Coordinators organize special activities for children – from sing-alongs and story readings to face painting and arts and crafts – as well as providing tourism information to all passengers.
New vending machines installed on the Ocean also enhance the trip for VIA’s eastern long-distance travellers.
Enhanced VIA 1 service
As a first step towards launching a renewed first class service in the Corridor, VIA modified the interiors of all VIA 1 cars. More flexible seat configurations – as well as at-seat electrical outlets – enhance productivity for business travellers.
New services on the Canadian
In response to steadily increasing demand, VIA introduced a number of changes to summer service on the western transcontinental. Silver & Blue class customers enjoyed better access to meal service and observation decks on Skyline cars, conveniently located throughout the train. Economy class customers now enjoy an enhanced menu in our new dining car service, as well as cart service at their seats.
Our timetable gets a facelift
We totally redesigned the content, presentation and format of our national timetable in November. The new "digest" style format makes it easier for customers to find the information they need about our schedules, as well as information about the services and amenities available on board each train.
For VIA, the future is not just a matter of dollars and cents. It is a matter of customer satisfaction. We have a future only if the people who board our trains are delighted with the VIA experience – and everything we do is focused on that goal.
