TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: Customer Services Quarterly Metrics
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving an update on FY 2024-25 Fourth Quarter Customer Services Metrics.
Staff Contact:
Claudia Burgos, Interim Executive Director of External Affairs, Marketing & Communications
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
This report provides a general overview of the quarter's customer service-related activity, including rider and customer feedback, summaries of recent fare media sales, and institutional pass ridership and penetration. Staff leverages in-person interaction and proven technologies, many of which are available 24/7 across diversified, user-friendly, and accessible platforms. Staff continuously look for ways to employ new channels and methods that enhance the customer's AC Transit experience.
BUDGETARY/FISCAL IMPACT:
There is no fiscal impact associated with this report.
BACKGROUND/RATIONALE:
The Customer Service Center (Clipper Customer Service Center) monitors Clipper-related requests, sells AC Transit passes and other fare media such as paratransit tickets, and Bike Link tickets; provides bus schedules and maps; works with the Regional Transit Connection (RTC) Discount ID Card requests; and manages the District's Lost and Found. The Customer Service Center also assists District employees with Dependent and Pensioner ID cards.
In Q4 of FY25, fare revenue through AC Transit passes such as 1-Ride Local Adult, and Day passes, totaled $653,571 (See figure 1 of attachment 1), reflecting a 42% increase compared to Q4 of FY24. The fourth quarter of FY25 generated the highest revenue of the fiscal year, driven in part by increased spending from non-profit agencies whose fiscal years end on June 30. This common as the fiscal deadline often prompts agencies t...
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