Report No: Meeting Date:
13-090 March 27, 2013
Alameda-Contra Costa Transit District
STAFF REPORT TO:
Operations Committee AC Transit Board of Directors
FROM:
David J. Armijo, General Manager
SUBJECT:
Issue a Request for Proposals for Customer Call Center
ACTION ITEM RECOMMENDED ACTION(S): Consider Authorizing the Purchasing Department to issue a Request for Proposals for Customer Call Center services. EXECUTIVE SUMMARY: The District desires a competitively-awarded multi-year contract with a local organization to perform call center support for travel and trip planning, and for customers to register complaints, comments and commendations. BUDGETARY/FISCAL IMPACT: The Issuance of a Request for Proposals has no budgetary or fiscal impact. However, if the solicitation results in a contract award, the District would need to allocate sufficient funds to cover the contract cost. Annual costs are estimated to be in excess of $250,000, based on the current contract and services provided.
BACKGROUND/RATIONALE: The District entered into a contract with American Customer Care in September 2010 to provide call center services, for trip/travel planning and for registering customer complaints and comments. The initial contract period of three years expires in September 2013. The District can exercise two one-year options under this contract at a cost of $245,000 annually. American Customer Care is located in Iowa. The solicitation will be directed to securing services from a local organization where staff are familiar with the District's operating area, locales, landmarks, and events, which should enhance customer interactions, expedite call handling, and provide a better experience for the customer. ADVANTAGES/DISADVANTAGES: Advantages: A contract with a local organization will offer the benefits cited above.
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Report No. 13-090 Page 2 of 2 Disadvantages: The two one-year options under the current contract, which could extend current services to September 2015, would maintain costs at current levels. Entering into a new contract would likely result in higher costs due to current pricing and the cost of doing business in the Bay Area compared to Iowa. ALTERNATIVES ANALYSIS: Do nothing. The District can exercise the option to continue with the current contractor and continue to improve their knowledge of the District's operating area. PRIOR RELEVANT BOARD ACTIONS/POLICIES: There are no prior actions or policies. ATTACHMENTS: There are no attachments. Department Head Approval:
Tom O'Neill, Chief Technology Officer
Reviewed by:
Kenneth C. Scheidig, Interim General Counsel Lewis Clinton, Chief Financial Officer Victoria Einhaus, Customer Services Manager
Prepared by:
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