TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: Review of Board Policy 421 - Customer Contact Policy
ACTION ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider approving minor amendments to Board Policy 421 - Customer Contact Policy.
Staff Contact:
Claudia Burgos, Executive Director of External Affairs and Customer Experience
Body
STRATEGIC IMPORTANCE:
Goal - Strong Public and Policymaker Support
Initiative - Service Quality
The proposed policy amendments reaffirm and strengthen the District's commitment to transparent and effective public engagement practices. Additionally, this policy outlines to the public how their concerns, complaints, and suggestions can be shared with the District and how they will be handled.
BUDGETARY/FISCAL IMPACT:
There is no budgetary or fiscal impact associated with this report.
BACKGROUND/RATIONALE:
Board Policy 421 - Customer Contact Policy was last revised in October 2020 to expand and codify the process for handling customer feedback. The proposed amendments include minor updates to the customer contact process to align with the implementation of a new Customer Relationship Management tool (CRM), which will replace the current database (CusRel) which is scheduled to be decommissioned by early 2026.
A new key feature of the CRM will be the automatic generation of an acknowledgment and ticket number when feedback is entered into the system. Customers who submit feedback via the AC Transit Customer Call Center, AC Transit website, or mobile app will immediately receive acknowledgement along with a ticket number. Customers who submit feedback in person will receive acknowledgment and a ticket number when their comments are entered into the system by staff. Customers who send their comments via mail will receive acknowledgment via postcard, if no other contact information is provided. All feedback entered into the CRM is subject to re...
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