Posted October 14, 2011

Effective November 5, Call Center Hours are Reduced for
Golden Gate Transit and Golden Gate Ferry Customers

Board Approves Installation of Interactive Voice Technology System

 

Starting on Saturday, November 5, 2011, the Golden Gate Transit and Golden Gate Ferry customer Call Center for transit information will be reduced and will no longer be open on Saturdays and on select holidays including New Year's, Presidents’, Memorial, Independence, Thanksgiving, and Christmas days. The Call Center is closed on Sundays currently and this will continue.

The transit information Call Center will remain open 7am to 7pm on weekdays only, as it currently is. To reach the Call Center during the open hours call 511 and say GOLDEN GATE TRANSIT, or use 711 for TDD.

The reduction in the Call Center hours is part of a comprehensive plan to reduce costs associated with providing transit information while maintaining as high a level of services that resources allow. The plan includes the reduction in Call Center hours, a reduction in the number of positions working in the Call Center through attrition, the addition of an Interactive Voice Technology (IVT) system, and physically relocating the Call Center to the San Rafael Transit Center.

The purchase and installation of an IVT system was approved on October 14, 2011, by the Board of Directors. Read the staff report: http://goldengate.org/board/2011/agendas/documents/Trans10.13.11s2RFP2012D1CSCVoice.pdf

The new system, once installed, will offer a number of innovation features including:

  • Once in place, the IVT will be operational during all hours that the Call Center is not open
  • It will be able to provide customers with the next 3 scheduled departure times based on route number or bus stop location and/or day of travel
  • Customer will be able to enter their bus stop number (appearing soon on each of our bus stops) and have a text message sent to them with the next 3 scheduled departures from that stop
  • Callers will be able to access the system via all phone methods currently used, like 511 or (415) 455-2000

We do not have “go live” date at this time.