FY 2012 Operating Budget and FY 2013-2017 Financial ... - Septa

Customer Service and Advocacy
EXPENSES
Amounts in Thousands (‘000)
Net Material
Labor & Services Total
Administration $ 533 $ 445 $ 978
Communications/Advocacy 1,089 1,087 2,176
Customer Development 198 - 198
Customer Service 3,325 31 3,356
TOTAL $ 5,145 $ 1,563 $ 6,708
ADMINISTRATION
Principal Responsibilities
Coordinates, manages and directs the financial and administrative activities for the
Customer Service and Advocacy Division.
COMMUNICATIONS/ADVOCACY
Principal Responsibilities
Responsibilities include internal and external corporate communications including the
development of customer information brochures, posters and notices, system signage,
way-finding information, and maps. Manages the content, graphics, navigation, and
editorial content for SEPTA’s Internet website. Develops new customer features and
formats for public website including real time service information. Responsible for the
redesign and editorial content of the Authority’s employee Intranet site. Also responsible
for preparing testimony, speeches, articles, General Manager communications with
employees, Board Commendations and other correspondence. Directs Art in Transit
program. Manages Graphics, Printing Services, the Sign Shop, Fulfillment Services and
Communications.
Print Services and Sign Shops are the internal production operations for Authority
departments and operations. The Print Shop is responsible for printing approximately
9 million transit schedules each year as well as customer brochures, posters, leaflets,
maps, mass distribution employee memos, forms and corporate business cards and
stationery. The Sign Shop is responsible for producing a range of system and vehicle
signs, decals, posters and banners.
SEPTA Fiscal Year 2012 Operating Budget 92