1 | | The user does not understand that they need to add a vehicle in the GoCarma app. Once they create an account, they expect to get HOV toll discounts. | SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator. | NTTA would apply discount and Carma would follow-up with additional educational feedback. | Customer must add a vehicle within the GoCarma App |
2 | | | GoCarma Pass Not Activated |
| The user does not understand that they need to activate the GoCarma Pass prior to placing it in their glove box. | HOV status reported to road operator. No further action. | Carma would communicate with customer to resolve. | GoCarma Pass must be activated |
3 | | | GoCarma Pass in Wrong Vehicle |
| The user activates the GoCarma Pass but places it in the wrong vehicle. This means their occupancy will not be verified when they’re in the right vehicle. | HOV status reported to road operator. No further action. | Carma would communicate with customer to resolve. | Ensure GoCarma Pass is in the right vehicle |
4 | | | Only 1 GoCarma User in Car |
| The user does not understand that each person in the car must use GoCarma to qualify as a high-occupancy (2 occupants) vehicle. | SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator. | NTTA would apply discount and Carma would follow-up with additional educational feedback. | Get others to download GoCarma app and sign up as Occupants. They simply do not add a vehicle. |
5 | | The user has disabled Bluetooth on their phone, without realizing that the GoCarma app does not work without Bluetooth. | HOV status reported to road operator. No further action. | Carma would communicate with customer to resolve. | Enable Bluetooth |
6 | | | Bluetooth Permission Not Granted |
| The user has Bluetooth enabled on their phone, but they have not granted the GoCarma app permission to access Bluetooth. | HOV status reported to road operator. No further action. | Carma would communicate with customer to resolve. | Open the app and grant permission. |
7 | | | Location Services Disabled |
| The user has disabled location services on their phone without realizing that GoCarma needs access to location services to work. | HOV status reported to road operator. No further action. | Carma would communicate with customer to resolve. | Enable location services |
8 | | | Location Services Permission Not Granted |
| The user has not granted permission to the GoCarma app to access their phone’s location services. | HOV status reported to road operator. No further action. | Carma would communicate with customer to resolve. | Open the app and grant permission. |
9 | | | Smartphone Battery Expires |
| The user’s smartphone battery expires early in their trip. | SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator. | NTTA would apply discount and Carma would follow-up with additional educational feedback. | Ensure your smartphone battery is charged. |
10 | | | Smartphone Battery Is Very Low |
| The user’s smartphone battery is very low, causing the GoCarma app to be shut down by the operating system to help make the battery last longer. | SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator. | NTTA would apply discount and Carma would follow-up with additional educational feedback. | Ensure your smartphone battery is charged. |
11 | | Something unexpected happened to the GoCarma Pass. | Call and apply discount outside 90-day grace period. SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator. | NTTA would apply discount and Carma would follow-up with additional educational feedback. | GoCarma Pass needs to be replaced. |
12 | | Something unexpected happens in the GoCarma system or the toll transaction systems, or the communications between those systems in the early days. | HOV status reported to road operator. No further action. Apply discount outside the 90-day grace period. | Carma would communicate with customer to resolve. | Something went wrong, not your fault…. |