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

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Customer Service and Advocacy Overview The Customer Service and Advocacy Division is responsible for the development, implementation, and coordination of all SEPTA customer service and advocacy initiatives. The Division is tasked with serving as the central point for all customer communications – both internal and external – and for coordinating and authorizing all Authority outreach efforts, programs, and training. The departments within the Customer Service Division have direct responsibility for implementing all SEPTA customer service initiatives. Administration – Coordinates, manages and directs the financial and administrative activities for the Customer Service and Advocacy Division. Communications/Advocacy – The Communications Department is comprised of Graphic Services, the Print and Sign Shops, Fulfillment Services, Communications and Website Management. The department is responsible for corporate communications and customer communications, including all SEPTA services, project-related information, website (design, content and management), the Art-in-Transit initiative and all system signage, maps, and various publications. The Advocacy unit is responsible for coordinating Authority-wide customer service initiatives, supporting and nourishing external transit advocacy groups, working closely and supporting the Citizens Advisory Committee, the Youth Advisory Committee, SEPTA’s Concierge Service and representing the customer’s point-of-view internally. Customer Development – This section directs Authority-wide qualitative and quantitative market research for the division as well as other internal customers. This includes customer surveys, website surveys and focus groups. The unit stays current with trends in customer service and technology in both the transportation industry and the service industry at large. It also oversees the SEPTA customer experience through the use of service quality agents that ride the system to assess performance and attention to all standards related to courtesy, communications, cleanliness and safety. Customer Service – The Customer Service Department manages customer issues and inquiries concerning travel information, lost and found, complaints, commendations, and suggestions over the phone, U.S. mail, email and internet chat. The department maintains satellite offices at 1234 Market Street and at several transportation hubs in the region. Customer Service agents are also deployed to staff special events. The department’s personnel administer the Senior Citizen Free Transit Program and the Reduced Fare Program for people with disabilities. SEPTA Fiscal Year 2012 Operating Budget 89
Customer Service and Advocacy Communications/ Advocacy Assistant General Manager Customer Service and Advocacy Customer Service and Advocacy Administra ation Customer Development Customer Service SEPTA Fiscal Year 2012 Operating Budget 90
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The Government Finance Officers Ass
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SEPTA Fiscal Year 2012 Operating Bu
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SEPTA Fiscal Year 2012 Operating Bu
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Southeastern Pennsylvania Transport
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Introduction and SEPTA Profile SEPT
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Introduction and SEPTA Profile Popu
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Summary of Assumptions This documen
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FINANCIAL PLANNING POLICIES Financi
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EXPENDITURE POLICIES Financial and
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Financial and Budgetary Policies Ca
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Financial and Budgetary Policies Fu
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Annual Budget Process Fiscal Year 2
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Organizational Structure The Pennsy
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Operating and Staff Departments FIN
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Fiscal Years 2010 and 2011 Actual a
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Financial Projections With the pass
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Operating Revenue SEPTA receives re
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Operating Revenue $10 Investmentt I
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Subsidy Introduction Total subsidie
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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
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Page 62 and 63: Detail of Expenses - Fiscal Year 20
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Page 68 and 69: Corporate Staff SEPTA Fiscal Year 2
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Page 74 and 75: Operations Overview The Operations
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Page 90 and 91: Business Services Division SEPTA Fi
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Page 94 and 95: Business Services EXPENSES Amounts
Page 96 and 97: Business Services DIVISIONAL GOALS
Page 100 and 101: Customer Service and Advocacy HEADC
Page 102 and 103: Customer Service and Advocacy Graph
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Page 112 and 113: Finance and Planning Division SEPTA
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Page 122 and 123: Human Resources Overview Human Reso
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Page 126 and 127: Human Resources Project Management
Page 128 and 129: Legal Division SEPTA Fiscal Year 20
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Fringe Benefits Fringe benefits are
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Non-Departmental Expense Amtrak ADA
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Job Access and Reverse Commute Prog
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Operating Goals and Performance Eva
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Improving Our System Capital Improv
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Capital Improvement Program Capital
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Capital Improvement Program Infrast
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Capital Improvement Program Paratra
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Capital Improvement Program System
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Glossary of Acronyms A ADA - The Am
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Glossary of Acronyms P PCC Car - Pr
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Glossary Americans with Disabilitie
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Glossary E Enterprise Funds - Funds
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Glossary L Leases and Rentals - The
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Glossary currently consists of thre
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FY 2012 Operating Budget and FY 2013-2017 Financial ... - Septa

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