Ltd, Tbilisi Transport Company
The aim of the project:
To conduct the observation of Ltd, “Tbilisi Transport Company’s” passengers monitoring employees (controllers) service quality, passengers’ ticket-taking process, the controllers’ behavior in conflict situations and cases of powers excess.
In the scopes of the project a two-stage study Ltd, “Tbilisi Transport Company’s” passengers monitoring employees (controllers) performance was implemented. 210 observation cases were conducted and as a result was reveled the cases of powers excess of the controllers and studied the behavior in conflict situations.
The observation was conducted based on AYEG research methodology, and relevant recommendations were prepared to improve the quality of the service of passengers monitoring employees.
Project Beneficiaries: passengers monitoring employees (controllers)