1. Transportation Report
Northwest ISD
June 12, 2017

2. Durham School Services can trace its history back to 1917, to a three-bus company started in the San Gabriel Valley of California. In its early years, Durham specialized in special education transportation. This specialization has helped to nurture a unique commitment to quality service that is still maintained throughout our company today.
Today, the company operates more than 16,300 school buses and serves more than 400 school districts in 31 states across the country.
Durham School Services has partnered with NISD for the past 16 years growing from approximatley 40 routes and 50 drivers to 160 routes and over 170 drivers.

3. Northwest ISD Transportation
– SPRING
– FALL
– SPRING
Number of Routes – 148
Regular Education – 119
Special Education – 29
Mid-day – 9
Number of Students – 12,059
Number of Drivers – 158
Number of Aides – 36
Hazardous Area Routes –
16 Elementary School
11 Middle School
9 High School
Number of Routes – 159
Regular Education – 125
Special Education – 34
Mid-day – 11
Number of Students – 12,198
Number of Drivers – 168
Total Number of Aides – 36
Hazardous Area Routes –
45 Elementary School
27 Middle School
15 High School
Number of Routes – 160
Regular Education – 126
Special Education – 34
Mid-day – 12
Number of Students – 13,519
Number of Drivers – 177
Number of Aides – 37
Hazardous Area Routes –
45 Elementary School
27 Middle School
15 High School

4. SUCCESSES
Moved into new transportation facility for the start of the school year.
Increased maintenance bays from three to six
Provided more office space for driver support staff
Improved bus parking lot to include
Increased number of parking spots
Enhanced driver safety with better lighting and controlled access
Enriched driver break areas and training spaces

5. SUCCESSES Driver Staffing – 100% Staffed Plus 15 spare drivers
Partnered with District Administration to gain access to DPS testing facility in Denton TX
Raised starting pay from $14.50/hour to $15.00/hour

6. SUCCESSES Continued Partnership With our Community STUFF THE BUS
BIG EVENT

7. CHALLENGES
On-time Performance Reports show average of 80% on time for scheduled arrivals at campus
Traffic in our growing district continues to create challenges.
Construction to alleviate crowded road ways impact road conditions.
Distance from transportation facility to far reaches of the district reduces response times when needed.

8. Fast Growth District Large Area of District CHALLENGES
Out grown current facility
Alternate park out facilities needed to accommodate growth and response times due to traffic
Labor market will continue to be highly competitive

9. Next Steps
Continue to partner with District to find solutions surrounding our fast-paced growth.
Staying up to date with road construction
Identifying new housing developments early
Identify opportunities for more space in strategic locations throughout the district.
Continue to leverage technology to provide exceptional customer service and safety.
Bus Tracker Application
Versatrans routing software
DriveCam
Work with Corporate resources to identify workforce trends to recruit and retain the best drivers and monitors.
Working to obtain third-party testing sponsorship.
This will enable us to road test our driver candidates, drastically reducing the time waiting on testing dates from DPS.

10. Customer Service Standards
The Durham Difference: Customer Service
Vision
Our vision is to deliver service excellence to earn the partnership, loyalty and trust of our customers and employees.
A sub-set of the Customer Service Standards -actions and behaviours that deliver great customer service
In individuals’ control
In the moment
In front of customers 5
Golden
Rules
Customer Service Standards
There are three components to our customer service efforts.
Each business unit has its own customer services foundation comprised of the commercial and operational features that support great customer service. As these foundational elements are defined locally, it is up to each business unit to continue to evaluate and improve upon their operational features.
Next we have our customer service standards. These norms and standards have been developed as part of the work from the task force and will apply across the group.
Finally, we have our customer service golden rules. These 5 golden rules are a subset of the standards and focus on actions and behaviors that our within an individual’s control, in the moment, and always in front of the customer. Our five Customer Golden Rules set out the standard we expect all employees to follow.
Customer Service Foundation
Operational features, defined locally, that support great customer service

11. Discussion