Updated April 18, 2011

Posted April 8, 2011

Read Supplemental Report to the Board of Directors for their meeting on April 22, 2011

Rules Committee Staff Report, April 8, 2011

Read Financial Plan and Summary of GGBHTD Positions Impacted



This item went to the Rules Committee and full Board of Directors on April 8, and was brought back to the full Board of Directors on April 22 where a modified proposal was adopted. Facing a current $89 million five-year projected deficit, the Golden Gate Bridge, Highway and Transportation District (GGBHTD) Financial Plan includes 33 different initiatives set forth for consideration to balance future budget through cost containment and revenue generation initiatives. Initiative #2 states, Further Reliance on Automated Information for Transit Customers.

Four actions were proposed that would, if approved, result in a ten-year net savings of just under $3 million. The projected annual operational savings of $352,925 will be offset by the cost of operating the automated interactive telephone voice recognition system of $50,000 annually.

PASSED AS PROPOSED APRIL 8: Relocate Customer Service Center (CSC) from the Golden Gate Transit (GGT) facilities at 1011 Andersen Dr., San Rafael, where there is limited bus service, to the San Rafael Transit Center (SRTC), 3rd and Tamalpais Streets which is GGT’s major transit hub. This relocation will improve customer convenience by offering easier access to GGT and Golden Gate Ferry (GGF) schedule information as well as processing of lost and found items. The space will require minor cosmetic repairs/upgrades and installation of technology and security systems prior to it being operational.

PASSED AS PROPOSED APRIL 8: Implement automated interactive telephone voice recognition system to provide 24/7 GGT and GGF customer information, in Spanish and English. Customers can currently obtain telephone information: Weekdays from 7 am to 7 pm and Saturdays from 8 am to 6 pm. Because more than 50% of calls received now are requesting routine transit or schedule-related information, an automated interactive telephone voice recognition system is proposed to process the routine and schedule-related customer telephone calls. The proposed system greets callers, identifies the nature of their inquiry and routes the call appropriately. The system is able to access GGT and GGF schedule information and provide next scheduled departure information from a particular location for buses and ferries. The costs associated with implementing voice recognition system and moving the CSC total $250,000.

PASSED WITH A DIFFERENT SALARY FOR THE CUSTOMER RELATIONS SUPERVISOR: Reorganize the Customer Service Center by reducing the number of positions from 11 to 7 positions and re-classifying the remaining 7 positions to be more effectively classified. With lower call volumes requiring less staff and addition of the automated telephone system, less staff will be required, and the duties will be re-focused. Currently, the CSC staff processes up to 10,000 telephone calls per month. However, call volumes have dropped by about 50% in the last five years as technology applications and internet options expand. In addition to receiving public inquiries about schedules and transit information, CSC staff also receives and ensure proper disposition of customer comments, complaints and commendations as well as lost and found items.

Current Staffing: 11 positions
1 - MODIFIED SALARY RANGE ON APRIL 22: Customer Relations Supervisor: salary range = $79,414 to $95,971 (Read Supplemental Report)
1 - Customer Relations Assistant: salary range = $45,884 to $55,432
9 - Customer Service Representatives (2 are vacant now): =$41,704 to $50,398

Proposed Staffing: 7 positions
1 - Customer Relations Supervisor: proposed salary range = $67,995 to $82,160
5 - full-time Customer Relations Assistant: proposed salary range = $46,742 to $56,472
1 - 30 hr/wk Customer Relations Assistant: proposed salary range = 75% of fulltime position noted above.

PASSED AS PROPOSED APRIL 8: Initiate formal meet-and-confer discussions with Teamsters Local 856, which represents potentially affected employees, regarding the effects to implement an automated call processing system, and authorize an enhanced severance package to the non-represented position potentially affected.

Proposed Implementation Schedule

Implementation of the rehabilitation, procurement and testing of software system, personnel impacts and relocation of the CSC will take approximately six months. If approved, the schedule will be as follows:

  1. April-June 2011: Rehabilitation of Office Space at SRTC
  2. May-July 2011: Procure automated interactive telephone voice recognition system
  3. July-September 2011: Systems Installation/Testing/Training
  4. July 2011: 90-Day notice to affected CSC employees
  5. August -September 2011: “Soft Launch” of automated interactive telephone voice recognition system
  6. Implement Personnel Changes: October/November 2011 (CSC representatives) and January/February 2012 (CSC supervisor position).

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