ALAMEDA-CONTRA COSTA TRANSIT DISTRICT - Report ID: 22-569

• Report ID: 22-569
• Type: Consent
• Meeting Body: Board of Directors - Regular Meeting
• Meeting Date: 11/9/2022
• Final action: 11/9/2022
• Recommended Action: Consider receiving the Customer Services Department Quarterly Update. Staff Contact: Beverly Greene, Executive Director of External Affairs, Marketing & Communications

Date	Action By	Action	Result
11/9/2022	Board of Directors - Regular Meeting	Received	Pass

TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager/Chief Executive Officer
SUBJECT: Customer Services Quarterly Update

BRIEFING ITEM
AGENDA PLANNING REQUEST: ?

RECOMMENDED ACTION(S):

Title
Consider receiving the Customer Services Department Quarterly Update.

Staff Contact:
Beverly Greene, Executive Director of External Affairs, Marketing & Communications
Body
Body
STRATEGIC IMPORTANCE:

Goal - Convenient and Reliable Service
Initiative - Service Quality

The Customer Services Department quarterly update provides Key Performance Indicators (KPIs) and other activities that support and are aligned with the District's strategic plan, goals, and initiatives. The Customer Services Department provides proactive and reactive service to our riders via call center staff and technologies, many of which are available 24/7 across diversified, user-friendly, and accessible platforms. Regular internal audits of these tools combined with a continuing search for improvement ensure service levels our riders deserve.

BUDGETARY/FISCAL IMPACT:

There is no budgetary or fiscal impact associated with this report.

BACKGROUND/RATIONALE:

The Customer Services Department plans, directs, and monitors all aspects of the District's customer service functions. It is comprised of the Customer Service Center (CSC), Customer Relations, Institutional Pass Program production, and manages the activities of the outsourced call center.

Customer Service Center (attachment 1)
The Customer Service Center (CSC), also referred to as the Clipper Customer Service Center, handles all Clipper-related requests (except for refunds and balance transfers); offers a variety of fare media and services, such as BART senior and disabled, paratransit, and Bike Link tickets; provides bus schedules and maps; handles Regional Transit Connection (RTC) Discount ID Card requests; and manages Lost and Found. The CSC also assists internal customers (District employees) with Depe...