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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 November 2025

Number Of Tickets Received: 306

Number Of Tickets Resolved Within 30-Days: 174

Number Of Tickets Received: 235

Number Of Tickets Resolved Within 30-Days: 176

Number Of Tickets Received: 82

Number Of Tickets Resolved Within 30-Days: 55

Number Of Tickets Received: 19

Number Of Tickets Resolved Within 30-Days: 19

Number Of Tickets Received: 151

Number Of Tickets Resolved Within 30-Days: 61

Number Of Tickets Received: 278

Number Of Tickets Resolved Within 30-Days: 178

Number Of Tickets Received: 493

Number Of Tickets Resolved Within 30-Days: 278

Number Of Tickets Received:72

Number Of Tickets Resolved Within 30-Days: 67

Number Of Tickets Received: 115

Number Of Tickets Resolved Within 30-Days: 99

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,749
  • Number Of Tickets Resolved Within 30-Days: 1,106
(Note: 63% of CSR tickets received were resolved)

CSRs Current Month-To-Date 2025

Number Of Tickets Received: 288

Number Of Tickets Resolved: 111

Number Of Tickets Still Within 30-Day SLA: 177

Number Of Tickets Received: 187

Number Of Tickets Resolved: 52

Number Of Tickets Still Within 30-Day SLA: 135

Number Of Tickets Received: 67

Number Of Tickets Resolved: 29

Number Of Tickets Still Within 30-Day SLA: 38

Number Of Tickets Received: 25

Number Of Tickets Resolved: 18

Number Of Tickets Still Within 30-Day SLA: 7

Number Of Tickets Received: 120

Number Of Tickets Resolved: 51

Number Of Tickets Still Within 30-Day SLA: 69

Number Of Tickets Received: 248

Number Of Tickets Resolved: 123

Number Of Tickets Still Within 30-Day SLA: 125

Number Of Tickets Received: 420

Number Of Tickets Resolved: 109

Number Of Tickets Still Within 30-Day SLA: 311

Number Of Tickets Received: 62

Number Of Tickets Resolved: 39

Number Of Tickets Still Within 30-Day SLA: 23

Number Of Tickets Received: 74

Number Of Tickets Resolved: 42

Number Of Tickets Still Within 30-Day SLA: 32

Totals
  • Number of CSR Tickets Received Across All Nine Bay Area Counties: 1,491
  • Number Of Tickets Resolved: 574
  • Number Of Tickets Still Within 30-Day SLA: 917
(Note: Data represented is for current month's service window)

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