2. Facts
− 133338 registered autos
− 150000 plying in the city
(news)
− 2.8% of the vehicle
population
− Overcharging is common
practice
− Route refusal
− Harsh in communication
3. Common reasons for such complaints against
Auto Drivers
− Perceived approach against auto drivers that even genuine drivers who
cant ply the routes get into arguments
− Faulty driver attitude
− Auto user attitude
− Language
− Understanding of the policy by general public
− Some things taken for granted
4. Campaign Sugama Savaari
Objective: to make the use of auto a pleasant experience for both
the passenger and the driver
To be achieved by
− Educating auto union
− Educating drivers
− Educating passengers
5. Core issue
Route refusal & over charging
− This is an issue across the many cities
− The issues are interrelated
− Various cities have tried & failed in curbing
the issue
6. Core issue – Solution Approach
Route Refusal & Over charging
−Educate auto drivers that they cannot
refuse to those areas and
have to go by meter
−Educate auto drivers about the rules and
regulation
−Gratify good drivers who are identified
by the passengers via the Sugama Savaari App
−Union to be the face of the customer service at the first instance for which all
auto’s to display their respective union details on the auto
−Enforcement Drives
− No Permit
− No Display ID
− No Documents
7. Campaign Sugama Savaari
− Communication
−
−
−
−
− Emailers/Posters – to corporates
− Banners at auto stands and city signals
− FM Radio messages
Feedback App
− Mobile
− SMS
Driver of the year - gratification
Training
− Corporate to train unions etc on soft and communication skills
Positive media stories about good drivers
8. Happy Auto/Sugama Savaari App
− Process
− Register
− Give feedback when ever auto is
used
− Backend
− Drivers with a rating of over 8 points
on an aggregrate of 100 ratings would
get the Happy Auto sticker
− Drivers with rating between than 4
and 8 would be identified and the
necessary training, advice would be
given to improve their rating
− Drivers with less than 4 would be
contacted and the necessary action
would be taken
− Happy auto drivers would be
reviewed every 6 months
