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

More documents

Recommendations

Info

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
Customer Service and Advocacy DIVISIONAL GOALS AND BUSINESS INITIATIVES • Nourish and advance a wide array of customer-focused initiatives throughout the Authority ‣ Provide updates on the status of the Customer Service Program to the General Manager, the GM Team and Board ‣ Work with other divisions to ensure that customer service remains vital and relevant by closing out completed initiatives and introducing new ones ‣ Sustain the Passenger Etiquette program and support other Customer Service programs including the QuietRide Car program on the regional railroad ‣ Ensure customer-related design features in services and facilities are fully considered through formal Customer Service Division interaction • Develop a customer-focused workforce ‣ Coordinate the Alumni Hospitality Concierge Program ‣ Implement Goals and Performance System (Employee Customer Service Goals) ‣ Continue Employee Eye on SEPTA Program • Employ technological advancements to improve customer service ‣ Develop and implement a website strategic plan for SEPTA ‣ Add at least two web site features SEPTA Fiscal Year 2012 Operating Budget 94
Page 2 and 3:
The Government Finance Officers Ass
Page 4 and 5:
SEPTA Fiscal Year 2012 Operating Bu
Page 6 and 7:
SEPTA Fiscal Year 2012 Operating Bu
Page 8 and 9:
Southeastern Pennsylvania Transport
Page 10 and 11:
Introduction and SEPTA Profile SEPT
Page 12 and 13:
Introduction and SEPTA Profile Popu
Page 14 and 15:
Page 16 and 17:
Page 18 and 19:
Summary of Assumptions This documen
Page 20 and 21:
FINANCIAL PLANNING POLICIES Financi
Page 22 and 23:
EXPENDITURE POLICIES Financial and
Page 24 and 25:
Financial and Budgetary Policies Ca
Page 26 and 27:
Financial and Budgetary Policies Fu
Page 28 and 29:
Annual Budget Process Fiscal Year 2
Page 30 and 31:
Organizational Structure The Pennsy
Page 32 and 33:
Operating and Staff Departments FIN
Page 34 and 35:
Fiscal Years 2010 and 2011 Actual a
Page 36 and 37:
Page 38 and 39:
Page 40 and 41:
Financial Projections With the pass
Page 42 and 43:
Operating Revenue SEPTA receives re
Page 44 and 45:
Operating Revenue $10 Investmentt I
Page 46 and 47:
Subsidy Introduction Total subsidie
Page 48 and 49:
Subsidy In addition, the operating
Page 50 and 51:
Fiscal Year 2012 Operating Budget C
Page 52 and 53: Local Subsidies City Regional Total
Page 54 and 55: Expense Assumptions LABOR & BENEFIT
Page 56 and 57: Expense Assumptions SEPTA Fiscal Ye
Page 58 and 59: SEPTA Fiscal Year 2012 Operating Bu
Page 60 and 61: Allocation By Division - Fiscal Yea
Page 62 and 63: Detail of Expenses - Fiscal Year 20
Page 64 and 65: Headcount Authorization Cause of Ch
Page 66 and 67: Fiscal Year 2012 Headcount Authoriz
Page 68 and 69: Corporate Staff SEPTA Fiscal Year 2
Page 70 and 71: Corporate Staff HEADCOUNT OPERATING
Page 72 and 73: Corporate Staff Improve Customer an
Page 74 and 75: Operations Overview The Operations
Page 76 and 77: Operations HEADCOUNT OPERATING HEAD
Page 78 and 79: Operations SURFACE TRANSPORTATION P
Page 80 and 81: Operations LABOR RELATIONS Principa
Page 82 and 83: Operations Automotive Vehicle Maint
Page 84 and 85: Operations ‣ Achieve and maintain
Page 86 and 87: Audit and Investigative Services Ov
Page 88 and 89: Audit and Investigative Services EX
Page 90 and 91: Business Services Division SEPTA Fi
Page 92 and 93: Business Services Information Techn
Page 94 and 95: Business Services EXPENSES Amounts
Page 96 and 97: Business Services DIVISIONAL GOALS
Page 98 and 99: Customer Service and Advocacy Overv
Page 100 and 101: Customer Service and Advocacy HEADC
Page 104 and 105: Engineering, Maintenance and Constr
Page 112 and 113: Finance and Planning Division SEPTA
Page 114 and 115: Finance and Planning Accounting Cap
Page 116 and 117: Finance and Planning EXPENSES Amoun
Page 118 and 119: REVENUE, RIDERSHIP AND SALES Financ
Page 120 and 121: Finance and Planning DIVISIONAL GOA
Page 122 and 123: Human Resources Overview Human Reso
Page 124 and 125: Human Resources HEADCOUNT OPERATING
Page 126 and 127: Human Resources Project Management
Page 128 and 129: Legal Division SEPTA Fiscal Year 20
Page 130 and 131: Legal HEADCOUNT OPERATING HEADS A B
Page 132 and 133: Legal DIVISONAL GOALS AND BUSINESS
Page 134 and 135: Public and Government Affairs Overv
Page 136 and 137: Public and Government Affairs HEADC
Page 138 and 139: Public and Government Affairs Feder
Page 140 and 141: Public and Operational Safety Divis
Page 142 and 143: Public and Operatio nal Safety Clai
Page 144 and 145: Public and Operational Safety EXPEN
Page 146 and 147: Public and Operational Safety DIVIS
Page 148 and 149: Fringe Benefits Fringe benefits are
Page 150 and 151: Non-Departmental Expense Amtrak ADA
Page 152 and 153:
Job Access and Reverse Commute Prog
Page 154 and 155:
Operating Goals and Performance Eva
Page 156 and 157:
Page 158 and 159:
Page 160 and 161:
Page 162 and 163:
Page 164 and 165:
Improving Our System Capital Improv
Page 166 and 167:
Capital Improvement Program Capital
Page 168 and 169:
Capital Improvement Program Infrast
Page 170 and 171:
Capital Improvement Program Paratra
Page 172 and 173:
Capital Improvement Program System
Page 174 and 175:
Glossary of Acronyms A ADA - The Am
Page 176 and 177:
Glossary of Acronyms P PCC Car - Pr
Page 178 and 179:
Glossary Americans with Disabilitie
Page 180 and 181:
Glossary E Enterprise Funds - Funds
Page 182 and 183:
Glossary L Leases and Rentals - The
Page 184:
Glossary currently consists of thre
show all

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

Create successful ePaper yourself

Delete template?

Save as template?