TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager/Chief Executive Officer
SUBJECT: Customer Service Metrics Update
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving the Quarterly Customer Services Update for the first quarter, FY2024
Staff Contact:
Beverly Greene, Executive Director of External Affairs, Marketing & Communications
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
The Customer Services unit consists of three primary functions - engaging with customers and riders via the customer relations database; providing service at the Clipper Customer Services Center, and delivering the production of Clipper-based institutional pass programs along with customer-centric management of the Clipper product.
BUDGETARY/FISCAL IMPACT:
This is a briefing item and there is no fiscal impact associated with this report.
BACKGROUND/RATIONALE:
The Customer Services team provides quarterly updates to provide a high-level overview of the proactive and responsive service provided to riders and other customers. Staff leverages in-person interaction and proven technologies, much of which are available 24/7 across diversified, user-friendly, and accessible platforms, and staff continuously looks for ways to employ new channels and methods that enhance the AC Transit customer experience.
Customer Service Center (Attachment 1)
The Clipper Customer Service Center (CSC), handles all Clipper-related requests (sells AC Transit and other fare media) such as BART senior and disabled tickets, paratransit tickets, and Bike Link tickets; provides bus schedules and maps; handles Regional Transit Connection (RTC) Discount ID Card requests; and manages the Lost and Found. The CSC also assists internal customers (District employees) with Dependent and Pensioner ID cards. A total of 727 RTC applications were processed in the 1st quarter of FY2024. There was a 5...
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