TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager
SUBJECT: Solicitation for Customer Call Center Services
ACTION ITEM
RECOMMENDED ACTION(S):
Title
Consider authorizing the issuance of a solicitation for Customer Call Center services.
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
Soliciting these services will ensure effective, efficient and cost-effective customer relationship management.
BUDGETARY/FISCAL IMPACT:
The issuance of solicitation has no immediate budgetary or fiscal impact. However, if it results in a contract award, the District has budgeted in the Customer Services Department's operating budget for three years of on-going service.
BACKGROUND/RATIONALE:
The District currently administers a contract that supports the public through a call center to address travel and trip planning services as well as customer feedback or concerns. The current services were competitively awarded through a multi-year contract (Staff Report 17-222a). The base contract expires in September of this year. District staff desires to resolicit these services in order to achieve the best value for the District.
Call Center services have been provided by American Customer Care, under two successive contracts since 2010. Call Center services are essential to providing a means for individualized and personal customer service for travel, trip planning and to provide essential feedback to the District. In 2019, Call Center services assisted more than 54,000 customer calls, and took more than 9,000 feedback reports for processing.
The current call volume represents a 50% reduction due to COVID-19, as well as customers who increasingly rely on digital technology to find transit information and provide feedback to the District. Call volume varies considerably by day of the week and time of day, and significant spikes occur when there are service changes, detours, and special events. The curre...
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