Pittsburgh Regional Transit will expand its customer service operation over the next year to increase hours and provide real-time updates on any service disruptions.
The agency expects to add nine people to customer service over the next year, with a goal of having the operation open any time transit vehicles are running. The proposed budget for the fiscal year beginning July 1 recommends about $583,000 for the new positions, which include seven staff members and two supervisors.
Jim Ritchie, PRT’s chief communications officer who oversees customer service, said the agency expects to add jobs and expand hours over the course of the year. Customer service currently operates 6 a.m. to 7 p.m. on weekdays and 8 a.m. to 4:30 p.m. on weekends and holidays.
“We intend to expand hours in phases through the coming year with the goal of ultimately providing customer service through any hours that we have vehicles operating in the system,” he said. “We may not reach that goal in the next year, but it is the goal. Obviously, the added positions help us cover the various shifts that are involved in this improvement.”
The department will continue operating its call center and other services, Ritchie said, but it also will have the added duty of sending out digital updates about service disruptions or changes as they occur. Riders will be able to sign up for notifications.
“We don’t have a good system in place to let our customers know when we have changes,” he said. “We’re taking what used to be a call center and shifting it to a digital operation.”
Laura Wiens, executive director of Pittsburghers for Public Transit, said her group is “supportive of more communication with riders.” She encouraged the agency to make sure information would be accessible to riders who don’t have smartphones and who don’t speak English.
Ritchie emphasized that the department won’t be eliminating any of its current operations. Riders still will be able to call customer service with questions.
Workers in the department will be cross-trained, he added, so they can fill a variety of roles to cover for vacations and illnesses.
Ed covers transportation at the Pittsburgh Post-Gazette, but he's currently on strike. Email him at eblazina@unionprogress.com.