BRIEFING MEMO
AC TRANSIT DISTRICT Board of Directors Executive Summary
GM Memo No. 07-219 Meeting Date: September 26, 2007
Committees: Planning Committee External Affairs Committee Rider Complaint Committee
Finance Committee Operations Committee Paratransit Committee
Board of Directors
Financing Corporation
SUBJECT: Consider receiving report with a comprehensive analysis of the aging of complaints, options for getting more direct contact information from customers, and the ability to check on-line the wards in which the customers live. RECOMMENDED ACTION: Information Only
Briefing Item
Recommended Motion
Fiscal Impact: None Background/Discussion: This memo has been broken into three sections to address the different areas that are called out in the title. Customer Complaint Aging An aging report for Transportation Complaints is available as part of the General Manager’s Quarterly report (see attachment). This report summarizes information about the processing of complaints sent to the Transportation divisions and includes
BOARD ACTION:
Approved as Recommended [ ] Approved with Modification(s) [ ]
Other
[To be filled in by District Secretary after Board/Committee Meeting] The above order was passed on ___________________, 2007. Linda Nemeroff, District Secretary By
[ ]
GM Memo No. 07- 219 Subject: Consider receiving report with a comprehensive analysis of the aging of complaints, options for getting more direct contact information from customers, and the ability to check on-line the wards in which the customers live. Date: September 26, 2007 Page 2 of 3 information on how long it takes to respond to them. The report is used by managers in the Transportation Department to insure that the operating divisions are addressing complaints appropriately. In addition, Transportation management has on-line access to view open complaints by division or by individuals at any time. For the next report, staff will be adding a section to summarize information for complaints that are addressed by departments other than Transportation. Thus, this report will become the comprehensive analysis for all complaints that are sent to customer relations, executive staff and the Board. Options for More Direct Contact Information Staff recommends a review of complaints by bus line or bus division versus by individual or ward. The complaint process focuses on receiving and addressing customer feedback about the service provided and staff wants to make the process as easy and non-intimidating as possible. Many times complainants are reluctant to provide any information that might identify them, including address information. It is certainly possible to request or require information from customers, but the impact may be to generate less feedback due to customer reluctance to provide these details. Director Ward Information Look-up AC Transit staff has contacted staff at Alameda County and acquired a file with the information needed to develop an on-line tool to determine the specific AC Transit Ward that an individual is in, according to his/her physical county address. Based on the Board’s request, a project will be developed to add this functionality to the www.ACTransit.org website. Plans are currently being finalized to move the www.ACTransit.org website to a new hosting location. This should occur in the next 60 – 90 days. Once the move is made, adding functionality for director / ward look-up by Alameda County address will be prioritized for implementation.
GM Memo No. 07- 219 Subject: Consider receiving report with a comprehensive analysis of the aging of complaints, options for getting more direct contact information from customers, and the ability to check on-line the wards in which the customers live. Date: September 26, 2007 Page 3 of 3
Prior Relevant Board Actions/Policies:
Attachments: Transportation complaint quarterly report Approved by:
Rick Fernandez, General Manager Jim Gleich, Deputy General Manager Jaimie Levin, Director of Marketing and Communication
Prepared by:
Ken Rhodes, Customer Services Manager
Date Prepared:
September 18, 2007
DIVISION SUMMARY
4th QTR 2006-07*
*REFLECTS INFORMATION AS OF 7-10-07
Count of TicketStatus TicketStatus ForAction Closed E. Emeryville Supt Div 2 267 G. Richmond Supt Div 3 141 I. East Oakland Supt Div 4 292 K. Hayward Supt Div 6 311 (blank) Grand Total
1011
New 18
18
AVERAGE DAYS TO RESOLVE Total Tickets AVG. # DAYS Division (Closed) TO RESOLVE E. Emeryville Supt Div 2 267 6.57 G. Richmond Supt Div 3 141 10.88 I. East Oakland Supt Div 4 292 6.76 K. Hayward Supt Div 6 311 6.17 Totals/Avg. 1011
Division # REQUEST E. Emeryville Supt Div 2 96 G. Richmond Supt Div 3 56 I. East Oakland Supt Div 4 114 K. Hayward Supt Div 6 108 TOTALS
Division # CLOSED* E. Emeryville Supt Div 2 267 G. Richmond Supt Div 3 141 I. East Oakland Supt Div 4 292 K. Hayward Supt Div 6 311
Pending Contact Ready To Close Redirected Researching Grand Total 20 1 1 289 23 182 5 12 309 5 1 1 23 341 53
2
2
35
1121
MEDIAN DAYS TO RESOLVE 3.88 6.7 7.93 4.16
CUSTOMER REQUEST CONTACT % OF CLOSED # CNTCTD % CNTCTED 35.96% 48 50.00% 39.72% 40 71.43% 39.04% 93 81.58% 34.73% 79 73.15%
# ATTPMT % ATTPMT 71 73.96% 42 75.00% 104 91.23% 87 80.56%
TICKET RESOLUTION % OF TOTAL* TOP THREE RESOLUTION CODES 92.39% CR--36.0% CC--15.4% PC--13.5% CC--22.7% UN--9.9% 77.47% FI--25.5% DD--19.9% CR--17.5% 94.50% CC--21.5% DD--19.0% FI--18.6^ 91.20% CC--23.5%
RESOLUTION CODE ID DD DRIVER DENIES DA DRIVER ADMITS ERROR CR CAUTION/REINSTRUCTED DP DRIVER DISCIPLINED UA UNABLE TO ID NE NO ERROR FI FOR INFORMATION ONLY IR ISSUE RESOLVED PC PRESENTED COMMENDATION UN UNKNOWN CLOSED DU DUPLICATE TICKET TL TOO LATE FOR ACTION CC CLOSED BY CLERK
