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  6. D4 Customer Service Request (CSR) Response Dashboard

D4 Customer Service Request (CSR) Response Dashboard

Banner image for Caltrans District 4 PACE (Public Affairs Customer Engagement). Besides the name, banner includes the Caltrans logo in an orange circle that has a headset around it..

  • The CSR dashboard aims to provide an overview of the responsiveness to maintenance services requested across the nine Bay Area counties.
  • The data represented as month-to-date falls within a rolling 30-day Service Level Agreement (SLA) and is updated weekly.
  • We strive to resolve 60% (or more) of all monthly service requests received via the CSR website portal.
  • Interactive map displays city data for each county.
  • For more information or to leave comments/suggestions, please contact D4CSLTEAM@dot.ca.gov.
  • To report a highway issue/problem, please submit a CSR ticket through the Customer Service Request Form.

Sonoma Marin Napa Solano Contra Costa Alameda San Francisco San Mateo Santa Clara

CSRs Resolved May 2025

Number Of Tickets Received: 290

Number Of Tickets Resolved Within 30-Days: 159

Number Of Tickets Received: 231

Number Of Tickets Resolved Within 30-Days: 162

Number Of Tickets Received: 46

Number Of Tickets Resolved Within 30-Days: 33

Number Of Tickets Received: 13

Number Of Tickets Resolved Within 30-Days: 11

Number Of Tickets Received: 151

Number Of Tickets Resolved Within 30-Days: 68

Number Of Tickets Received: 205

Number Of Tickets Resolved Within 30-Days: 131

Number Of Tickets Received: 473

Number Of Tickets Resolved Within 30-Days: 306

Number Of Tickets Received:64

Number Of Tickets Resolved Within 30-Days: 52

Number Of Tickets Received: 44

Number Of Tickets Resolved Within 30-Days: 39

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,517
  • Number Of Tickets Resolved Within 30-Days: 961
(Note: 63% of CSR tickets received were resolved)

CSRs Current Month-To-Date 2025

Number Of Tickets Received: 312

Number Of Tickets Resolved: 91

Number Of Tickets Still Within 30-Day SLA: 221

Number Of Tickets Received: 204

Number Of Tickets Resolved: 99

Number Of Tickets Still Within 30-Day SLA: 105

Number Of Tickets Received: 39

Number Of Tickets Resolved: 21

Number Of Tickets Still Within 30-Day SLA: 18

Number Of Tickets Received: 19

Number Of Tickets Resolved: 13

Number Of Tickets Still Within 30-Day SLA: 6

Number Of Tickets Received: 158

Number Of Tickets Resolved: 69

Number Of Tickets Still Within 30-Day SLA: 89

Number Of Tickets Received: 209

Number Of Tickets Resolved: 115

Number Of Tickets Still Within 30-Day SLA: 94

Number Of Tickets Received: 455

Number Of Tickets Resolved: 198

Number Of Tickets Still Within 30-Day SLA: 257

Number Of Tickets Received: 51

Number Of Tickets Resolved: 40

Number Of Tickets Still Within 30-Day SLA: 11

Number Of Tickets Received: 46

Number Of Tickets Resolved:23

Number Of Tickets Still Within 30-Day SLA: 23

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,493
  • Number Of Tickets Resolved: 669
  • Number Of Tickets Still Within 30-Day SLA: 824
(Note: Data represented is for current month's service window)

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