For all manual image review we perform a double-blind review. We start with cropping and enhancing the best image, then there is a double-blind review on jurisdiction, followed by a double-blind review of the plate number. If at any point the plate is coded off or the double-blind review does not agree it is sent to a supervisor for a final review and decision.
Global Agility Solutions currently utilizes an employee pool from which it can hand pick reviewers who can perform all tasks according to the respective SOW in quick return times, 100 percent accurately. GAS is offering round-the-clock services broken into three shifts, 365 days a year on all its projects. At the same time, GAS has already been working with several different RSS, ICPS, ODS, Trip and TMC systems and applications in numerous projects, thus testing, training, transitioning and go-live phases will be relatively quick and easy.
A post award business requirements documentation will be arranged by Global Agility, where parties can finalize processes, data transfers, necessary trainings, agree and assign an implementation team and also set up a change management plan, if necessary.
Exact dates are to be discussed post award, as well as exact training schedules and breakdowns. In accordance to the respective SOW, Global Agility will organize a minimum of 10 extensive training sessions of 4-hour classes, with a maximum of 12 person at individual workstations.
Real life data and situations are shown from our redundant server to provide real life, on-the-job situations, thus Go-Live phase is simple with now run-up defaults. Training courses cover, but are not limited to: system, software, database process flows, troubleshooting, manual image review SOP, individual tasks, KPIs, audits, chain of command and communications.
Global Agility also focuses on Health & Safety Environment protocols, therefore there are weekly trainings and scheduled inspections on office safety, with a main focus on electricity hazards, trip and fall risks, postures and ergonomics, lifting objects, burn hazards in the kitchenettes to include basic fire safety. Emergency response protocols are discussed and acknowledged by all employees.
Every 10-image reviewer has a team leader and each shift has a supervisor, operations manager and QA/QC manager. Extra employees are kept on board to handle surges according to the scope of work. The relatively high number of team leaders can further help to assure accuracy, quality and answer times.
Daily 1 percent image and transaction samples will be forwarded on to the customer.
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Weekly QAQC audits and KPI checks will be performed focusing and following data on both ICTS and Trip reviews:
- error rates
- # of rejected images (IAW SOW code offs)
- # of supervised reviews
- # of false reads
All recorded by reviewer and location. Remedial action of system operations, extra training or change in personnel will be initiated.
Employees can only work 40 hours and maximum five days a week according to industry standards and regulations without extra costs. As mentioned before, to cover all seven days, day offs, sick leaves or breaks during working hours, GAS will utilize eight agents per shift, in two shifts. Please see diagram for details.
GAS facilities are designed and built in accordance with OSHA and ADA guidelines. Offices and work stations are arranged with focus on office safety measures, eye strain, posture and ergonomics. Frequent breaks and rest times assure continuous 100 percent focus, speed and accuracy while on the job. There are 8-hour shifts, which include a 30 min lunch break and a maximum of six 10-minute pause breaks, therefore total review time per agent per shift is 6.5 hours. All employees are transported between their homes to the Global office building via company bus shuttle service, so we can make sure all employees are in time to start their shifts in the right number. There will be eight agents per shift, working in two shifts, so the 7 days-a-week service, break times, possible sick-leaves can fully be covered without disruption in services.
Workstations in all offices are custom made and adhere to US codes and standards, with DELL, HP or equivalent desktop computers. All electric wiring, fixtures and fittings are designed and built according to the USA National Electrical Code. To match Federal and Local Labor codes, GAS provides a minimum 200 square feet of overall work space per employee.
Director, Call Center Operations, MSB
Obviously my company cares about cost, security, accuracy and speed, but we have been happy with those aspects of Global Agility Solutions performance for some time now. I really wanted to make sure that the working conditions were similar to what you had told me and I am happy to report that they are great.
Vice President of Bank Pass
Global Agility Solutions has become an extremely valuable partner in our effort to provide exceptional customer service to our user. Additionally, they provide a service that allows our organization to grow, while at the same time providing excellence and responsive, top-notch services.
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