Updated Amtrak Standards Manual?

[me_little_me]

Now that Amtrak has made some significant changes in ticketing, does anyone know if there is a newer Amtrak Standards Manual than the 2011 version? Anyone know where to download a copy or does one have to file a FOIA suit?

 

[OBS]

The latest update is version 7 dated Oct. 30 2012. It was issued to employees in late December, thus my guess it will appear in next 2-3 months online wherever it is that everyone accesses it. HTH

 

[Ryan]

It's not really a suit, you just send an email to Amtrak's FOIA folks (email is on the website) saying what you're looking for and they give it to you.

I'm not aware of an update - if there is one, I'd love to see it.

Edit: Thanks, OBS. Who wants to get it?

 

[battalion51]

I'm curious, why is the Service Standards Manual of interest to you?

 

[Ryan]

It's good to know what Amtrak employees are supposed to be doing.

It's also helpful in answering questions for folks on here. We can't tell them the way that things will be, but can tell them the way things should be.

 

[Ted Bell]

I'm curious, why is the Service Standards Manual of interest to you?

Having access to the manual came in handy for me recently. I called to book a roomette for my 2 children and myself. The agent said it couldn't be done. I referred her to the manual, and she immediately proceeded to book the reservation.

Much thanks to those who shared the manual here.

 

[rusty spike]

I'm curious, why is the Service Standards Manual of interest to you?

Having access to the manual came in handy for me recently. I called to book a roomette for my 2 children and myself. The agent said it couldn't be done. I referred her to the manual, and she immediately proceeded to book the reservation.

Much thanks to those who shared the manual here.

The old adage is proven once again..."If all else fails, read the directions (manual)." :giggle:

 

[rene50]

Is the Amtrak Standards Manual the operating manual for employees?

 

[The Davy Crockett]

From the manual:

This Service Standards Manual has been provided to ensure the

delivery of consistent, high quality service to our passengers by

both frontline and supervisory employees. It ties together, in a

single reference document, many diverse company policies,

procedures and standards that apply to the services our Train

Service and On-Board Service employees perform. Read

through this book carefully. Have it in your possession while

on-duty for reference.

It is our expectation that supervisors will enforce compliance

with the Service Standards contained herein and provide

coaching to our employees, every day.

Here is a link to the manual.

 

[sportbiker]

From the manual:

This Service Standards Manual has been provided to ensure the

delivery of consistent, high quality service to our passengers by

both frontline and supervisory employees. It ties together, in a

single reference document, many diverse company policies,

procedures and standards that apply to the services our Train

Service and On-Board Service employees perform. Read

through this book carefully. Have it in your possession while

on-duty for reference.

It is our expectation that supervisors will enforce compliance

with the Service Standards contained herein and provide

coaching to our employees, every day.

Here is a link to the manual.

That link is for the now-obsolete v6 manual.

 

[Ryan]

Yes, we know that.

Still working on a copy of the new one. The purpose is no doubt the same.

 

[calwatch]

Don't hold your breath on FOIA requests. I must be going on six months for a request of the FOIA log for the past few years and a copy of the AGR manual for call center representatives. Yes, I am the one that had to rattle the cage, but it would be interesting to read.

 

[jebr]

Don't hold your breath on FOIA requests. I must be going on six months for a request of the FOIA log for the past few years and a copy of the AGR manual for call center representatives. Yes, I am the one that had to rattle the cage, but it would be interesting to read.

If so, follow up on it ASAP. The FOIA requires either the documentation or a request for an extension within 20 working days (or 4 weeks, minus federal holidays.)

From the FOIA website:

How long will it take before I get a response?The time it takes to respond to each request varies depending on the complexity of the request itself and the backlog of requests already pending at the agency. In some circumstances the agency will be able to respond to the request within the standard time limit established by the FOIA, which is twenty working days, or approximately one month. In other instances there might be a longer period of time needed before the request can be handled. For example, some agencies, such as the Department of Justice, receive thousands of requests each year. Many of these requests require a line-by-line review of hundreds or even thousands of pages of documents. Although these agencies make every effort to respond to FOIA requests as quickly as possible, in some cases they simply cannot do so within the twenty-day time period specified in the FOIA.

When an agency needs an extension of time to respond to your request the component will notify you in writing and offer you the opportunity to modify or limit the scope of your request. Alternatively, you may agree to a different timetable for the processing of your request. The agency’s FOIA Public Liaison can assist you with this.

 

[calwatch]

Since I had no idea what the manuals are called I made a broad request. The average for that is 155 days according to this http://www.amtrak.com/ccurl/922/795/FOIA-Annual-Report-2012.pdf

 

[calwatch]

Well just got my letter back and it is $537 (16 hours of search time), although I did make a very broad request to cover the AGR policies, standards, and procedures. Not sure if I care $537 enough for this information, but there it is.

 

[amamba]

Well it makes sense that they do charge you for the stuff.

 

[railiner]

$33.56 per hour for research? Well as they say, "Nice work, if you can get it."

 

[PRR 60]

$33.56 per hour for research? Well as they say, "Nice work, if you can get it."

And 16 hours to "research" something that is likely a link on the corporate intranet?

 

[MikefromCrete]

Since the guy in the funny mask didn't make it clear want he wanted, they probably dug up a bunch of stuff.

 

[calwatch]

I've never been called a guy in a funny mask before... I'm just a bear. But yes, the request was extremely broad in scope. I don't have the letter in front of me but it was not the same as requesting, say, the most recent version of the Amtrak Standards Manual, which is a specific document. I don't know what the AGR document is called. FOIA gives you two hours of free search a month and charges $38 or so an hour for staff time, which seems reasonable when you look at fully loaded benefits. I bill out my time to outside agencies as a civil engineer at $120 an hour, but that includes the rent, the computer I'm using, the secretaries and clerks, HR, and management. So either I refocus my search for something tighter and wait another 2-3 months, or I pay the $500+ just to see what they come up with. To be clear this is not a fundraiser, but it's $500 less for me to go somewhere on a train.

 

[Aaron]

To be clear this is not a fundraiser, but it's $500 less for me to go somewhere on a train.

Not a fundraiser but... I don't know how logistics could be handled, and I'm not volunteering to coordinate such an effort myself, but it's worth at least $25 to me to make that information available. Any others? 19-20 more pledges of similar amounts and it's all taken care of.

Maybe that's best handled via PMs, but I wanted to post publicly to at least encourage the thought.

 

[battalion51]

Just remember there's a lot of flux right now when it comes to Amtrak and revenue. The electronic ticketing revolution has drastically changed a lot of things, so there's no telling how long the info will be good for. Do as you will, I still don't get it though...

 

[user 1215]

Interesting how the customers are more interested in the rules than the employees.

So, using FOIA, we get the employee's operating handbook that we then use to 'train' the crew.

Sometimes, I wonder why the crew is so fussy.

But they shouldn't be so consistently inconsistent.

 

[jebr]

I'm still waiting to hear back on my FOIA request for the new manual...they said they should have it to me within the next week or two. As soon as I get it, I'll post it.

 

[OlympianHiawatha]

Is there someplace to download the latest version of this "straight and easy" without having to set up accounts and deal with even more user names and passwords?