The Importance of Report Returns

1. The Importance of Report Returns

2. Introduction • Getting the full value • The safety hotline program has been used by an increasing number of companies. • Some companies attain better results from the program than others. • On the average, most companies who use the program consistently see a decrease in accidents by 20% or better. • This slideshow offers practical suggestions from both SafetyFirst and the safety directors of participating companies. Proprietary and Confidential

3. Introduction • Program Overview • The program starts with decals that are placed on the rear of each participating vehicle. • Motorists who observe either risky behavior or praiseworthy actions on the part of the driver will call and offer a report about the incident. • Our call center employees will engage that motorist in a “polite interrogation” to develop as much detail as possible and to determine that the motorist is earnest in their reporting. • We use open ended questions to avoid “leading” the motorist to any conclusions • We try to confirm the vehicle’s identity through a series of validation points • We are limited by what the motorist can recall about the location, the incident and the vehicle • An auditor reviews each report to ensure “readability” and then the report is sent to the affected driver’s supervisor. • Reports involving actions likely to lead to a collision that includes bodily injury will include training sheets attached by our database system. • Supervisors will review the report and training sheets. In some cases, additional training will be provided to the driver (SafetyFirst has additional materials available at it’s web site to supplement the materials which are automatically delivered). • The supervisor and driver each sign the report noting basic categories of follow up action taken and the report is sent back to SafetyFirst for closeout. Proprietary and Confidential

4. Why Return Reports for Closeout? • 1) The information that comes back to us will be used to develop your monthly trending reports. • Specifically, we use the data in two ways: • We match the decal number to the driver who was behind the wheel at the time of the incident. This is the only way to report on drivers who are receiving multiple (repeat) complaints. • We have found that the reports are not random – 80% of the drivers never get a complaint, 10% get only one, and the remainder get repeat calls. • Why should you do extra work of tracking this information when our system is already set up for this task? • Let us report to you who is included that small group of drivers who need the most urgent help. • We confirm that management did take some action on the report • We do not ask for a detailed accounting of what transpired, simply a check mark next to a broadly defined category and the names of the driver and manager involved. • This is especially helpful to corporate managers who are trying to determine which locations are pulling their weight on safety matters. Proprietary and Confidential

5. Why Return Reports for Closeout? • 2) The data is confidentially maintained. • We only ask for one of three identification numbers along with the driver name –drivers license OR employer assigned number. • This is done to avoid assigning a complaint to the wrong “Jim Smith” or “Joe Jones” at your fleet. • Additionally, we are only seeking a broad, categorical response on action taken, not details of discipline or training, etc. • The information is for your use – we never sell data to others; however, your insurance carrier (if paying for the program) has a right to see this information in order to help your managers design training programs or other forms of loss control assistance. • Your response typically gives your insurance provider confidence that your managers are, indeed, concerned with safety results. • Some insurers may feel that the unwillingness to return reports shows a lack of commitment to safety results. • Remember, your insurer is interested in reducing claim payouts – the program is dedicated to reducing collisions, these goals are virtually identical. Proprietary and Confidential

6. Why Return Reports for Closeout? • 3) Report returns have been linked to better results (fewer crashes). • The most comprehensive insurance carrier study ever released on this program was conducted by the actuarial department of Fireman's Fund insurance (1998). • This study had 200 fleets with over 30,000 vehicles of all types and sizes. • That study documented a clear link between loss reduction and report return rates. • Those who returned a majority of reports saw a much greater reduction in loss activity than those who did not. • Additionally, another insurance carrier has documented a dramatic difference in loss results over the course of a year between SafetyFirst and three other vendors who do not assertively encourage the return of reports. • This insurance carrier documented that the simple process of returning a majority of reports earned a loss reduction of $1070 per unit at a cost of $14.20 per unit – more than double the next best performance level from a vendor who only casually requests that reports be returned. Proprietary and Confidential

7. Why Return Reports for Closeout? • 4) Establish a paper trail that you’ve investigated the reports. • By returning the completed report, your team clearly documents that they’ve investigated the situation and where warranted conducted coaching to address the issues raised by the report. • The follow up process also sends a signal to drivers that the program represents a serious commitment to follow up on their activity while operating company equipment. • The documentation that the event was investigated, could aid the defense in the event of a tragic collision. • We have previously published information on Negligent Entrustment issues and would be happy to provide you with this information. Proprietary and Confidential

8. Why Return Reports for Closeout? • 5) Demonstrate Accountability to Drivers. • Drivers are being held accountable under the program by discussing the report details as promptly as possible. • The report return process demonstrates to the drivers that managers are also accountable to deliver results with the program. • The return process is simple – just sending a fax of what has been documented during the discussion with the driver. • The extra step of obtaining the driver’s signature, and providing the manager’s signature on the report encourages the driver to take the coaching session seriously instead of dismissing the report as unimportant. • The aim is to get the driver to reflect on their behind the wheel habits, and desire to improve. Proprietary and Confidential

9. Why Return Reports for Closeout? • 6) To get value beyond a simple program. • Some companies experiment with making their own “internal” hotline program. • Calls go to a message machine or “voice mail” after hours. • Reports are often discarded because the vehicle can’t be matched or identified. • No training resources are provided. • There is no follow up on trends or patterns such as drivers who are getting multiple complaints for the same types of behavior. • Other “how’s my driving?” vendors simply supply a product and “walk away” after the sale is made leaving the results strictly to chance. • We do not sell decals, we provide a service – that service is helping your company reduce the likelihood of collisions through the coaching process. • We believe that our diligence has made the difference in financial impact over our competitor’s programs, and has shown our customers to become partners with us as we help them manage the program. • Taking time to return the reports develops discipline around safety program practices and helps us provide insights about your team that can “take it to the next level”. Proprietary and Confidential

10. Where Can I Get More Help? • SafetyFirst employs a team of dedicated professionals to help you make the program a success. • Every client has a dedicated point of contact at SafetyFirst • Our operations center manager and her supervisors are available during normal business hours (Eastern Time Zone) • Special Account Executives and Account Managers are on staff to assist our multiple location accounts. • You can contact us by calling our toll free number – 1-888-603-6987 • We also have many resources available at our web site – www.safetyfirst.com • Client Reference and Support Library • Published Safety Articles • Technical Presentations • Ten-Minute Training Topic Archive • Customer Satisfaction Surveys • Ad-Hoc Report Creator • Specialty Reports and Download Center Proprietary and Confidential