Excessive Motorman Overtime from Inadequate Real-Time Rescheduling

$100,000-$250,000 annually (unbudgeted OT variance); Finance must absorb monthly overages or cut service elsewhere; audit time = $5,000-$15,000 monthly analyst labor • $120,000-$300,000 annually; Operations Manager's authorization decisions directly multiply motorman OT costs across 10-50+ motormen per disruption event • $15,000-$40,000 annually during peak tourism season; audit labor $1,000-$2,000/month in peak

Customer Relations and tourism partners coordinate via email, calls, and shared spreadsheets to identify priority services; operations then hand-build crew adjustments and overtime assignments on paper and in Excel and only later reconcile them in payroll. • Customer Relations escalates school-related disruption issues through email and calls to operations, tracks incidents and complaints in CRM and Excel, and negotiates with schools about repeated failures, while control continues to rely on radio and manual boards to stretch crews. • Customer Relations manually pulls disruption and crew-availability information from operations via calls, email, and chat, then documents rider complaints in a CRM or spreadsheets while operations continues to patch coverage gaps with overtime.