Customer service officer

Hello. My name is Patrick Olsen and I’ve been with Caltrans since August, 2016. I’m very excited to be here, and have seen a lot in my time here so far…an epic winter of storms and damage followed by the monumental passage of the SB1 transportation funding package. These are exciting times at Caltrans, and I’m really enjoying the activity and challenges that we all are faced with.

Originally from Minnesota, I’ve seen my share of snow, potholes, and was part of the community that suffered through the tragic I-35 bridge collapse in 2007. There’s an old joke about only having two seasons in Minnesota…winter and road construction. Moving to California six years ago was eye-opening in how complex and vast the transportation system is here.

One of the systems that is as complex as it is important is the Maintenance Service Request (MSR) system, recently revamped and now called the Customer Service Request (CSR) system. This is how the public reports highway service needs to our crews so they can be addressed.

In March, 2016, the California State Auditor released its findings after a review of the way Caltrans handles and responds to MSRs. The audit found inconsistencies and inefficiencies in the way MSRs were assigned and closed, and recommended corrective actions to improve accountability and customer service. These recommendations include verifying and updating the status of all outstanding service requests, addressing and closing tickets in a timely manner, and using data to re-prioritize tickets that are open longer than 30 days.

In response to these recommendations, Maintenance and Public Affairs came together to create new Customer Service Liaison (CSL) positions that will oversee the entire CSR process. New goals have been defined for the department which includes closing 60 percent of service requests within 30 days, and developing monthly performance reports so outstanding service requests can be addressed. The new CSLs, are responsible for opening, assigning, monitoring, and closing all tickets.

Another change involves thinking bigger than just Maintenance. Including all of Caltrans’ divisions in our new vision and goals is important, as the public sees us as one department. Whether the service request is for Maintenance, Construction, Traffic Ops, or any other division, our CSLs will be responsible for ALL division service requests from open to close. This is the reason that the name of the Maintenance Service Request system has been changed to the Customer Service Request system, or CSR. This allows us to serve the public as one Caltrans, ensuring ALL requests are handled appropriately.

CSLs from each district have attended training in Sacramento, and are already making progress towards our goal of closing 60 percent of Customer Service Requests in 30 days or less. Initial reports are good in some districts, but show room for improvement in others. Statewide, we are closing nearly 40 percent of service requests in 30 days or less. That number should improve as we move forward through the infancy of this process.

So if you get a phone call or email from someone who calls themselves a “CSL,” please take a moment to understand their request, and assist however you can. The success of this new process and meeting our goals will rely heavily on relationships and communication between you, your staff, and the CSL team.

As the Customer Service Officer for Caltrans, I will be updating you on the evolution of this exciting new era of Caltrans customer service. I’m very proud of the work we’ve accomplished so far, and know that there is a lot more work ahead. I’m also grateful for the hardworking men and women who fulfill these service requests. You are the unsung heroes of Caltrans, and please know that your hard work is not taken for granted.

If you have any comments or questions, please feel free to contact me at (916) 654-3633 or email patrick.olsen@dot.ca.gov.

Thank you.

If you would like to read the new CSR Guidelines, they are available at https://csr.dot.ca.gov/admin/documents/CSR_Guidelines_Final_Revised_12JUL2017.pdf