Managing Live Throttles SOP V1.1

Overview

This process document is to guide OS agents reducing the amount of throttles in an area or at a branch. This way we ensure we can get as many orders as possible done and ensure a good service to customers. We can also make sure branches are operating properly and at full capacity.

Process Steps

This process is to be followed to reduce the amount of throttle orders. We want this to help us identify Hubs with driver issues proactively so we can try and prevent customers from getting the “Drivers at Capacity” message

1. Open the Throttle dashboard

• Open the dashboard via this link here
• Ensure you are looking at data for the last hour, by selecting 1 hour in the top right hand corner.

• Ensure the Refresh rate is set to 5 minutes in the top right corner

• If there are any throttles you will see the following dashboard:

• If there is no throttle data you will see an error message, Nothing to do then.

2. Track Throttled Branches:

• The dashboard will look at all the Branches that had throttles in the Last Hour, Updating the dashboard every 5 min.
• Should a branch show on this dashboard, they are experiencing Throttles, the greater the “Count” Number on the table, the Greater the number of throttles or the number of times a customer got the “Drivers at capacity” message
• Should a branch be on this list, we need to take action. The higher up the branch is on the list the more it should be prioritised.

3. Take action on Throttled Branches:

• Search the branch on this list on the Branch Dashboard here
• Look at the driver numbers

xxxxxxx

• We need to ensure there are drivers shifted
• We should have Drivers Either in the Busy or Available state
• There should always be more drivers in Busy and Available than in Offline.
• If we see the branch has too many throttles due to them not having enough drivers, call the branch and inform them of the number of offline drivers (Only call if they have 2+ drivers in offline), and ask them to get them online.
• If we are unable to get hold of the branch, call the FM.
• If the FM and the Branch is unavailable, get Mark Musto involved.

Compliance

• This Dashboard should be tracked constantly
• This task can be run in parallel with other tasks during Lockdown
• A daily throttle report will be sent every morning to help QA previous days work
• Any findings can be added to the sheet here: under the driver availability sheet.