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TO: |
Board of Trustees |
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THROUGH: |
Mary DeLoretto, Interim 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:
Discussion
RECOMMENDATION:
Information item 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 Board of Trustees the annual Constituent report, summarizing customer interactions and key performance indicators (KPIs). The report includes quantitative data on the top customer feedback comments, response times, resolutions, the lost and found process, and new initiatives.
ALTERNATIVES:
N/A
FISCAL IMPACT:
N/A
ATTACHMENTS:
Constituent and Customer Services 2021 Annual Report