(28 Sep 2013, 10:31 pm)aureolin wrote 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...
Or giving them access to Hootsuit...
It doesn't have to cost any money at all in the way of purchasing additional access rights - but I get what you are saying about Sharepoint
@gtomlinson - RAF, army and Navy kit may be more advanced (possibly not) and may cost millions (possibly not). The point is, it doesn't cost me millions or take any time at all to send an email or communicate to someone across the world. If I can do it, why can't control do it.
@citaro - Yes, the priority may be to get the bus back on time, but as I (and others) have pointed out, how complicated and how long does it take to notify someone in customer services of these problems? Seconds...