RTA always strives to add innovative programs to provide the best possible service. The agency has introduced a new way to connect with customers who have comments or complaints about an RTA experience. Since this new on-line customer comment software launched last July, 918 entries have been logged. As of mid-January, less than 5 percent remain open, according to Pat Kelly, manager, Customer Support and Information.

Called “Comments and Concerns,” the new program is on RTA’s Web site at greaterdaytonrta.org, and a version of the new software is being used by RTA customer service representatives. The new system guarantees that an RTA staffer will respond to each complaint or suggestion.

Before the program began, only two or three RTA employees could record customer complaints or commendations. Now, representatives from any RTA department can answer questions and concerns and are responsible for doing so. At the website, click on Customer Support. Clicking on Comments & Concerns Feedback links you to the new interactive form. RTA assures that your feedback “helps us meet our goal to provide safe, reliable, clean and accessible service.”

RTA IT Business Analyst Tom Saltsman said the new software routes all customer comments to an appropriate person through email from a list of department representatives.

“After the commendation or complaint is submitted, it can be tracked and reports can be generated. Complaint response target dates can also be set for resolution and a tickler file message is created to remind the responsible person,” Saltsman said.

The software tracks the number of complaints or issues and groups them by type, time, and route, enabling RTA’s management team to make changes and improve performance if necessary.

Commendations from customers range from thanks for special RTA assistance to praise of a specific operator, according to Kelly. Comments often involve questions about why passes are not on sale somewhere. These customers are urged to tell merchants they would like to be able to buy RTA tokens and passes at his or her outlet. Complaints usually involve schedule misunderstandings, she added.

“Many customers do not realize that RTA considers ‘on time’ to mean that a bus never arrives early, but can be up to five minutes later than the scheduled time point,” she said.

Kelly wants all customers to ensure they will receive a timely response by paying careful attention to all the response boxes on the comment form. Dates, times and route numbers are essential information for eventual follow-up. Adding the operator number makes a response easier. If no boxes are checked, RTA staffers cannot give appropriate responses. If something you report did not happen on a bus, please provide the date, time and RTA facility name.

You can expect RTA to respond to your concern as long as you provide needed information. We must have at least one way to contact you. Please make sure you provide a phone number, email address, or postal address to be assured of a response.