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Report ID: 21-172   
Type: Regular - Operations
Meeting Body: Board of Directors - Regular Meeting
Meeting Date: 4/28/2021 Final action: 4/28/2021
Recommended Action: Consider receiving a report on the District's responsiveness to customers regarding their feedback tickets. [Requested by Director Shaw - 1/27/2021]
Attachments: 1. STAFF REPORT, 2. Att.1. Ticket Overview Before and After Board Amendment, 3. Att.2. Top Five Departments Productivity, 4. Att.3. Sample of The Daily Digest, 5. Att.4. Open Age Report, 6. Master Minute Order
TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager
SUBJECT: Responsiveness to Customer Feedback Tickets

BRIEFING ITEM

RECOMMENDED ACTION(S):

Title
Consider receiving a report on the District's responsiveness to customers regarding their feedback tickets. [Requested by Director Shaw - 1/27/2021]
Body

STRATEGIC IMPORTANCE:

Goal - High-Performing Workforce
Initiative - Service Quality

Board Policy 421 Customer Contact Policy was amended on October 28, 2020 to include a service level agreement to allow District Departments five (5) business days to acknowledge customers' feedback submission. This is a crucial piece in providing customer service and maintaining the public's trust in improving service.

BUDGETARY/FISCAL IMPACT:

There is no direct budgetary/fiscal impact associated with this report.

BACKGROUND/RATIONALE:

Customers may submit feedback to the District through various communication channels, such as the Customer Service Call Center, phone, website, mobile app, email, or letter, and all feedback is recorded and tracked in the Customer Relations (CusRel) system.

On October 28, 2020, Board Policy 421 Customer Contact Policy was amended to include a service level agreement where an initial response must be given within five business days upon submission to confirm receipt and/or provide resolution. Customers submitting feedback via website, mobile app, or the Customer Service Call Center receive an automatic response with a ticket number immediately upon ticket submission. However, those submitting via email or letter will receive a response from the respective department within five business days.

To evaluate six months of data, this report covers activities between July 28, 2020 and January 28, 2021 where the District received a total of 2,889 feedback tickets: 43% (1,282) requested a response while 57% or 1,647 did not. Additionally, 61% of tickets were received via phone, primarily through the call center, and ...

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