The Parent Resource Center is dedicated to providing quality customer service by promptly addressing student transportation matters both proactively and reactively. Customer Service Representatives make outbound calls to advise parents/guardians of bus delays of 20 minutes or more, and to communicate route schedule changes due to inclement weather or other emergencies.
When questions are directed to the PRC, Customer Service Representatives use GPS technology, communicate with terminals and drivers, and research using the student database to find real-time information, immediately resolve concerns, and answer pertinent questions. In order to provide better customer service, OSSE-DOT upgraded the call center phone system so that callers now have three options:
- Continue holding for the next available representative,
- Leave a voice message and a representative returns the call, and
- Hang up and keep the place in line and the next available representative calls back.