Unplanned Service Interruptions...No problem!

​Portico Supports Anderson Coach & Travel in Winning Best Idea at Miami 2025
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Powered by Portico, Anderson Coach & Travel’s innovative approach to unplanned service interruptions was recognized by a group of peers at the NCM 20i5 Group “Best Idea contest” winner at Miami 2025.     

This accolade isn’t just a win for Anderson Coach & Travel team, it’s that a testament to the power of collaboration and innovation in solving real-world business challenges.  And a reminder that some of the best ideas come from rethinking how we do the simple things. 
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The Business Challenge
In the fast-paced world of bus transportation, unplanned service interruptions were the norm. Historically, more than 90% of these issues were reported via phone calls and the others relied on informal communication methods. This ad-hoc approach led to:

• Inefficient Communication: Important information was making it hard to resolve core issues permanently.
• Lack of Accountability: Without a standard process, tracking and resolving issues was a hit-or-miss effort.
• Operational Hurdles: Inconsistent follow-ups and delayed responses affected overall performance.

The challenge was not the fact unplanned service interruptions occurred.  It was the ability to see trends and fix core issues, quickly. 

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​A Winning Idea Takes Shape
​Recognizing the need for a better approach, Anderson Coach & Travel re-designed a groundbreaking process for capturing, aggregated, and evaluating unplanned service interruptions. Using simple everyday tools, combined with Portico’s powerful reporting and analytics capabilities, they transformed how unplanned service interruptions were evaluated, prioritize, and resolved.  Here’s how the solution evolved.

• A Simple Start: Initially, the system focused on four core categories: Driver Call Off, New Booking, Breakdown, and Accident.   The incidents were captured and published for review on a weekly basis.
• Evolving for Excellence: ver time, additional categories were added, such as: Driver Question, Driver Error, Hours of Service, Itinerary Issue…and many more, each with specific follow-up logic.  Today managers receive a comprehensive look at incidents.  They can see which incidents are recurring and why.  It has made a huge difference in the day-to-day performance of the organization.   Cross-functional “Huddle” meeting each week ensure issues are getting permanently resolved. 

​The Results
The new approach has dramatically improved the communication process, speed and confidence of resolving issues. 

• Operational Impact: The new system has not only minimized the downtime caused by service interruptions but has also streamlined internal communications, setting a new standard for operational excellence. 
• Intelligent Reporting: By leveraging Portico’s expertise, Anderson Coach & Travel gained access to comprehensive reports that track weekly unplanned service impacts. 
• Improved Communication: Automated notifications ensure that every department—from Dispatch to Maintenance—stays in the loop, driving accountability and prompt resolution. 

Quote:
"Working with Portico Solutions has transformed how we handle unexpected service interruptions. The ability to track and analyze these incidents in real-time has been a game-changer for us.” 
 – Evan Anderson, Chief Operations Officer, Anderson Coach & Travel

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