(28 Sep 2013, 8:46 pm)citaro5284 wrote What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.
I'd rather an operation was resourced effectively.
Edit: Just to expand on this. I myself work in operational support - albeit a different industry. I find that far too many companies try and run their operational support teams at minimal (economic) cost. This is usually by reduction of staff, with an expectation that remaining staff will do more. As a result, the customer ultimately receives a poorer level of service, as the department is stretched to it's limits. Something you've actually pointed out in your original post.
It's basic that an incident log should be kept, as someone else alluded to above. That log should be available to anyone (internally) who needs to view it. Management and customer services most definitely being two examples of that. Have Go North East heard of collaboration? A solution as simple as appending a document on MS SharePoint would achieve what we want here...