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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 August 2025

Number Of Tickets Received: 313

Number Of Tickets Resolved Within 30-Days: 198

Number Of Tickets Received: 233

Number Of Tickets Resolved Within 30-Days: 153

Number Of Tickets Received: 38

Number Of Tickets Resolved Within 30-Days: 29

Number Of Tickets Received: 20

Number Of Tickets Resolved Within 30-Days: 15

Number Of Tickets Received: 191

Number Of Tickets Resolved Within 30-Days: 113

Number Of Tickets Received: 203

Number Of Tickets Resolved Within 30-Days: 134

Number Of Tickets Received: 449

Number Of Tickets Resolved Within 30-Days: 303

Number Of Tickets Received:74

Number Of Tickets Resolved Within 30-Days: 65

Number Of Tickets Received: 70

Number Of Tickets Resolved Within 30-Days: 63

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,591
  • Number Of Tickets Resolved Within 30-Days: 1,073
(Note: 67% of CSR tickets received were resolved)

CSRs Current Month-To-Date 2025

Number Of Tickets Received: 299

Number Of Tickets Resolved: 102

Number Of Tickets Still Within 30-Day SLA: 197

Number Of Tickets Received: 276

Number Of Tickets Resolved: 146

Number Of Tickets Still Within 30-Day SLA: 130

Number Of Tickets Received: 47

Number Of Tickets Resolved: 26

Number Of Tickets Still Within 30-Day SLA: 21

Number Of Tickets Received: 28

Number Of Tickets Resolved: 22

Number Of Tickets Still Within 30-Day SLA: 6

Number Of Tickets Received: 120

Number Of Tickets Resolved: 40

Number Of Tickets Still Within 30-Day SLA: 80

Number Of Tickets Received: 247

Number Of Tickets Resolved: 93

Number Of Tickets Still Within 30-Day SLA: 154

Number Of Tickets Received: 451

Number Of Tickets Resolved: 157

Number Of Tickets Still Within 30-Day SLA: 294

Number Of Tickets Received: 59

Number Of Tickets Resolved: 38

Number Of Tickets Still Within 30-Day SLA: 21

Number Of Tickets Received: 70

Number Of Tickets Resolved: 45

Number Of Tickets Still Within 30-Day SLA: 25

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,597
  • Number Of Tickets Resolved: 669
  • Number Of Tickets Still Within 30-Day SLA: 928
(Note: Data represented is for current month's service window)

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