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

Customer Service and Advocacy
Graphic Services provides creative concept, design, layout and pre-production
services for all departments in the Authority for a vast range of projects including
brochures, leaflets, posters, transit passes, maps, signage, marketing and sales
materials. Responsible for graphic design of SEPTA’s Internet and Intranet.
Fulfillment Services provides direct mail service to customers, internal SEPTA
departments and constituents requesting bulk distribution of transit timetables,
customer service notices and other brochures and leaflets produced by the Authority.
Communications and Website Management is responsible for all corporate and
customer communications including all SEPTA services and project-related
information. This section is also responsible for the design, content and management
of the SEPTA website.
CUSTOMER DEVELOPMENT
Principal Responsibilities
Responsible for directing Authority-wide qualitative and quantitative market research.
The department is responsible for managing customer surveys, focus groups, and
website surveys. The department also utilizes service quality agents that utilize the
system from the passenger’s perspective in order to assess the performance and
attention to all standards related to the customer experience.
CUSTOMER SERVICE
Principal Responsibilities
Responsible for responding to customer issues and inquiries received via telephone,
email, U.S. mail, fax and walk-ins concerning travel information, lost and found,
complaints, suggestions and commendations. The department also manages the Senior
Citizen Free Fare Program and the Reduced Fare Program for Persons with Disabilities.
SEPTA Fiscal Year 2012 Operating Budget 93