Standard Operating Procedures (SOP) Documentation
Situation
A leading company within the tolling and transportation industry partnered with the State of New Jersey to update and manage its tolling capabilities. New tolling technology was essential to handle rising traffic volumes and accurately manage revenue. A team was needed to support the implementation by delivering systems analysis, technical writing, quality assurance, and standard operating procedures aligned with state laws.
Solution
Documents needed to be prepared that were clear, consistent, concise, and fully compliant with all applicable public agency and contract standards. In addition, project templates need to be maintained for documentation consistency. Creating standard processes for technical and editorial reviews, as well as document control standards that would be adhered to for procedural compliance, was essential to the project.
Impact
Adaptation supported the state tolling agency in completing its standard operating procedure process during the system revamp. Through systems analysis, technical writing, and quality assurance, the team developed project templates, standardized review processes, and enforced document control standards. This resulted in clear, consistent, and fully compliant documentation that enabled successful implementation of the new tolling technology and back office-operations.
Customer Service Center New Hire Training
Situation
A leading company within the tolling and transportation industry needed to develop and manage user training for new call center customer service representatives supporting its tolling operations. The effort required creating the curriculum, instructional content, and job aids aligned with updated tolling systems and procedures from the ground up. A necessary requirement of the process was coordinating delivery, tracking completion, and ensuring more than 150 representatives could handle customer inquiries accurately and consistently by the fully operational start date.
Solution
Developing a complete training curriculum from square one, along with instructional content and job aids focused on the agency’s tolling systems and procedures, was the number one priority. The next essential step required hiring a dedicated training coordinator to manage delivery, track trainee progress, and ensure fully prepared customer service representatives were ready to join the call center floor immediately after training. The two separate but aligned solutions were vital to the success of the program.
Impact
Adaptation successfully onboarded fully trained and prepared customer service representatives who were ready to handle calls immediately after training. The new curriculum, instructional content, and job aids, combined with a dedicated training coordinator managing delivery and tracking progress, ensured consistent, high-quality support for the tolling agency’s operations. As a result, a successful training program was implemented and produced hundreds of exceptional customer service representatives.
