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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 September 2025

Number Of Tickets Received: 315

Number Of Tickets Resolved Within 30-Days: 203

Number Of Tickets Received: 297

Number Of Tickets Resolved Within 30-Days: 223

Number Of Tickets Received: 52

Number Of Tickets Resolved Within 30-Days: 40

Number Of Tickets Received: 31

Number Of Tickets Resolved Within 30-Days: 27

Number Of Tickets Received: 133

Number Of Tickets Resolved Within 30-Days: 70

Number Of Tickets Received: 295

Number Of Tickets Resolved Within 30-Days: 181

Number Of Tickets Received: 477

Number Of Tickets Resolved Within 30-Days: 308

Number Of Tickets Received:49

Number Of Tickets Resolved Within 30-Days: 40

Number Of Tickets Received: 94

Number Of Tickets Resolved Within 30-Days: 80

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,743
  • Number Of Tickets Resolved Within 30-Days: 1,172
(Note: 67% of CSR tickets received were resolved)

CSRs Current Month-To-Date 2025

Number Of Tickets Received: 289

Number Of Tickets Resolved: 117

Number Of Tickets Still Within 30-Day SLA: 172

Number Of Tickets Received: 186

Number Of Tickets Resolved: 59

Number Of Tickets Still Within 30-Day SLA: 127

Number Of Tickets Received: 72

Number Of Tickets Resolved: 33

Number Of Tickets Still Within 30-Day SLA: 39

Number Of Tickets Received: 27

Number Of Tickets Resolved: 20

Number Of Tickets Still Within 30-Day SLA: 7

Number Of Tickets Received: 129

Number Of Tickets Resolved: 51

Number Of Tickets Still Within 30-Day SLA: 78

Number Of Tickets Received: 278

Number Of Tickets Resolved: 136

Number Of Tickets Still Within 30-Day SLA: 142

Number Of Tickets Received: 527

Number Of Tickets Resolved: 174

Number Of Tickets Still Within 30-Day SLA: 353

Number Of Tickets Received: 70

Number Of Tickets Resolved: 46

Number Of Tickets Still Within 30-Day SLA: 24

Number Of Tickets Received: 66

Number Of Tickets Resolved: 47

Number Of Tickets Still Within 30-Day SLA: 19

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,644
  • Number Of Tickets Resolved: 683
  • Number Of Tickets Still Within 30-Day SLA: 961
(Note: Data represented is for current month's service window)

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