TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager/Chief Executive Officer
SUBJECT: Quarterly Customer Services Metrics
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving a report on customer service metrics for the Third Quarter of Fiscal Year 2022-23.
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 provides quarterly updates that provide a high-level overview customer service-related activity, including rider feedback and fare sales and institutional usage. 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 customer's AC Transit experience.
BUDGETARY/FISCAL IMPACT:
?There is no budgetary or fiscal impact associated with this report.
BACKGROUND/RATIONALE:
The Customer Services unit plans, directs, and monitors all aspects of the District's customer service functions. It is comprised of the Customer Service Center (CSC), Customer Relations (CusRel), Institutional Pass Program production, and supervises the outsourced Call Center.
Customer Service Center (Attachment 1)
?The Customer Service Center (CSC) (Clipper Customer Service Center), handles all Clipper-related requests, sells AC Transit and other fare media a variety of fare media and services, such as BART senior and disabled ticket, paratransit tickets, 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 Dependent and Pensioner ID cards.
As shown in Attachment 1, February and March were close i...
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