Update tier review process SOP to align with journey needs and quarterly reporting

[o-ram]

Brainstorm and scope out how the quarterly tier review process should change

• Align with the new reporting structure, so that the review helps feed reports
• Factors in needed quarterly updates to the customer journey, where AMs are updating where their agencies are along their journeys and why

Process notes:
Moving forward we want to:

• Do quarterly reviews that cover both tiers and journey placement
• Look at all agencies in these reviews
• For ones that are not "priority", can be a more cursory pass. For ones that are priorities, call out what you are doing with them right now
• Have a dashboard that we use to populate ONE spreadsheet for the quarterly review. Review takes place in spreadsheet and then any resulting updates are officially made in the CRM.
• Rough process

1. At end of quarter, dashboard(s) are exported into a spreadsheet
2. Review is prepped in s/sheet for looking at tier, journey, and assignment of agencies
3. Review takes place
4. Updates made in CRM
5. Close out

Previous helpful notes for background context:
I created columns for each quarter (we already had Q1 and where we want them to end up in Q4/end of 2025). I duplicated Q1 for Q2. We can filter out all non-priority agencies and update for the 66 if there are updates.
All of Olivia’s agencies are at stage 8 (Payments/Benefits) and 3 might go to 9 in 2025 (get GTFS-RT), so no updates there
Basically the same for Laney, so this mostly for Nina and Marie
For the 66 priority agencies, I would report quarterly/monthly on quarter/month-over-quarter/month progress along the journey (rolled into existing report, ideally)
As simple as “X agencies moved along their journey, and if they did not, Y & Z are the main blockers” and here’s a snapshot of what 2025 looks like
For the ones that aren’t a priority in 2025, I recommend we (Caitlin/Enza) do quarterly newsletters to them in the first month of each quarter (January, April, July, October) to market what is upcoming/available to them, send additional announcements following up if needed (new MSAs or products, etc.), and/or if they’re really needed and could respond for/to a Campaign - otherwise we don’t do proactive outreach, but of course always respond if they reach out to Cal-ITP

[caitlinharper]

@o-ram I simplified the journey checklist and added some draft questions to determine the high/low priority agencies and have my data reporting categories (that are aligned w/ Jess's executive report categories, just want to see what numbers I get for a few extra points).

What's our next step?

[o-ram]

Awesome!! I was waiting to dig into this until we had the journey stuff imported into Hubspot since that impacts the SOP...but all other sub-issues for this parent are now closed! So, next step IMO is to revisit what we had sketched out before (summarized in the issue body) and confirm that the overall process makes sense...and then document it! I have this on the agenda for the next program meeting as well so we can discuss and make sure we are all on the same page.

[o-ram]

@caitlinharper circling back to this and sorry for another essay in advance 😅

In our last program meeting we said:

• Olivia do tier process review updates
• Caitlin draft journey/priority review process
• Then smush them together

I think my questions I still have are:

1. The tier review process already has a space within the AM handbook, and a github issue for updating it (this one). What space did you have in mind for drafting your portion - is it one of the spaces already in the AM handbook, or would this be a new doc?
2. Should we unpause Determining Priority Agencies SOP #848?
3. In my mind, we are working towards one review SOP document that covers all pieces since all of this review should happen at the same time. So a rough outline in my mind is:
   Start of year: generate spreadsheet. Everyone goes in and sets Jan position, EOY predictions, pathway and priority status. Update HubSpot. Ready for start of year!
   End of q1: Export dashboard metrics to tab in spreadsheet & do combined tier, journey, priority review. Update HubSpot, give report numbers to Jess.
   Q2: rinse and repeat/mid year checkpoint
   Q3: rinse and repeat
   Q4: EOY review, somewhat rinse and repeat, added elements of comparing to predictions and a little more narrative to it. Close out spreadsheet and make sure CRM is updated

Is this also what you are thinking towards? And if so, the tier & journey/priority updates that we are respectively working towards would be the meat of what you are actually doing as an AM during these reviews, with the smushing together referring to taking those and putting them into one SOP with all of the larger/procedural steps?

I think there are just a few moving parts here, so I want to make sure I'm not assuming anything that leads to us duplicating efforts or overlooking something. Happy to also discuss at one of our next meetings if easier!