TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager
SUBJECT: Contract Option with American Customer Care
ACTION ITEM
RECOMMENDED ACTION(S):
Title
Consider authorizing the General Manager to exercise the first of two one-year options to extend AC Transit's contract for call center services with American Customer Care.
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
The call center is an integral part of service quality as it answers customer calls addressing travel and trip planning services as well as receives feedback or concerns about AC Transit service including complaints, commendations, lost and found claims, and any other inquiries relating to District services.
BUDGETARY/FISCAL IMPACT:
The cost of the option year is $318,000, set by the contract terms, and is included in the upcoming fiscal year operating budget.
BACKGROUND/RATIONALE:
American Customer Care (ACC) is currently in its eleventh year of providing call center service for AC Transit customers. The District's current contract with ACC covers the period of September 21, 2018 through September 20, 2021. Under the contract, the District may exercise two one-year options. Staff recommends that the District exercise a one-year option for the following reasons:
1. Cost: ACC continues to provide quality service at a reasonable cost. Each of the two option years include a modest cost increase over the annual cost of the first three-year period. With increased cost of living and rising operational costs, a higher-priced contract would likely result from a new procurement effort.
2. Established Quality Controls: District Customer Relations staff and ACC maintain an active and collaborative relationship, including regular monitoring of calls in addition to ongoing review of call statistics and trends. District staff consistently provide feedback to ACC regarding call quality, need for additional training in particular a...
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