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TO: |
Local Advisory Council |
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THROUGH: |
Jay Fox, Executive Director |
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FROM: |
Nichol Bourdeaux, Chief Planning and Engagement Officer |
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PRESENTER(S): |
Nichol Bourdeaux, Chief Planning and Engagement Officer |
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Cindy Medford, Customer Service Manager |
TITLE:
title
Constituent and Customer Service 2021 Annual Report
end
AGENDA ITEM TYPE:
Report
RECOMMENDATION:
Informational report for discussion
BACKGROUND:
The Customer Service Department is responsible for six areas of customer support. Utilizing several platforms and mediums, these teams provide various services for UTA constituents. The Customer Service employees provide rider information, respond to issues and concerns, sell fare media, inform riders about delays and detours as well as recover lost items throughout our system. The department’s forty-seven employees are located at offices throughout the service district or participate in the Home Agent program.
DISCUSSION:
Customer Service, under the Office of Planning and Engagement, will present to the Local Advisory Council the annual constituent report and summarize customer interactions. The report includes quantitative data on the top customer feedback comments, response times, resolutions, the lost and found process, and new initiatives.
Local Advisory Council members are encouraged to relay constituent feedback to UTA and the Board of Trustees.
ALTERNATIVES:
N/A
FISCAL IMPACT:
N/A
ATTACHMENTS:
Constituent and Customer Service 2021 Annual Report