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Frequently Addressed Issues - Driver

A key for all issues encountered by drivers and how to help

Driver Assistance

How do I access the key box?
Information Required:
  • Vehicle Group they are wanting to collect from

 

Solution: To collect the key, the driver is required to swipe their Employee ID card. Once the card has been swiped against the reader, the lockbox should open and a green light will appear above the booked vehicle. 

 

It won't let me return the keys
Information Required:
  • Registration of return vehicle
  • Booking Number
  • Status of LED lights on box 

 

Solution: Ensure the driver is returning the vehicles to the correct slot that has a green light and once the key is returned the driver will need to turn it to the right to initiate the drop off. 

 

The parking card of this vehicle is missing
Information Required:
  • Registration of vehicle 

 

Thanks for advising us, we will pass all details to norman.bond@waitematadhb.govt.nz and request the current parking card be cancelled and a replacement is organised. 

 

I cant open the cabinet to return my key
Information Required:
  • Registration of Booked vehicle
  • Booking Number

Advise the driver to swipe employee card against reader and the box should open. If box does not open when swiping check to ensure the current booking exists in the booking manager. If the booking is not currently active, advise driver to leave the keys in the drop box and send details of booking to madison.bowker@waitematadhb.govt.nz.

 

'User not found' message displayed when card swiped
Information Required:
  • Username 
  • Employee ID Number 

Possible Cause

What to Check 

Solution 

Next Steps

Employee number and External Reference do not match 

User profile fields match the id given by driver

Update to correct ID number as required.

Advise the driver to re try the lockbox after 2-3 minutes. 

User not in internal system

Both user fields above match value given by driver

  

Advise driver to contact Madison for assistance
I cant edit my booking
Information Required:
  • Booking Number
  • Registration of Vehicle Booked
Possible Cause What to Check  Solution  Next Steps
Booking Start Time  Is it passed the booking start time? Update required booking details Advise driver that once the booking start time has passed they will need to contact Fleetwise to update bookings
Cant Find in Home Screen to edit Ensure correct Vehicle Group is selected by driver. 'Clear Active Filters' Advise driver that filters will then stop the ability to edit on the home screen.
I need to extend my current booking as I will return later than expected
Information Required:
  • Registration of the Vehicle currently in use
Action If a pre-existing booking conflicts  No conflicting bookings
Extend Booking in PVBS Booking Manager Auto-reallocation will move these drivers to another vehicle if not returned in time. Advise the driver their booking has been extended.
The key box is open but there is no green light flashing to grab keys for my booking 
Information Required:
  • Registration Booked
  • Booking Number
  • Time lapsed since card swiped.
Possible Cause What to check Next Steps Additional Steps
Incorrect Driver Ensure the driver calling matches the booked driver Cancel the current booking and create a new booking with the correct driver name and advise driver to reattempt keys in 2-3 minutes  
Delay since swiping card Ask the driver how long it has been since the card was swiped

If over 60 secs, advise driver to press the green button to reactivate.

 If under 60 secs, escalate to Madison Bowker
Incorrect Booking Details The booking details provided by the driver match a current or upcoming booking  Advise driver of correct booking details and rebook as required If requested, cancel booking and remake a booking with correct details. 
Collecting Keys to early Is the start time in the next 60 mins? Advise they are too early to collect keys and will need to cancel and rebook If requested, cancel current booking and create a new booking with correct collection time.
Collecting Keys to late Has it been over 35 minutes since the booking start time? Advise they have had their booking auto-cancelled due to the delay in collection  If requested, create a new booking for the driver and advise them wait 2-3 minutes before re-attempting to get keys. 
The LED light is green but there are no keys in the slot
Information Required
  • Booking Number
  • Registration Booked 
Possible Cause What to Check Next Steps Additional Follow Up
Vehicle not returned by previous driver Previous Booking Status  Advise driver to close the lockbox and cancel the current booking, create new booking for driver on an available vehicle  Advise Madison of keys not there and the driver who had keys last