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MAKING IT EASY ARLINGTON COUNTY COMMUTER SERVICES
Jay Freschi CommuterDirect.com, Commuter Stores,
Logistics and Call Center Operations
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ACCS is made up of many teams, each team has a unique area of expertise
•Commuter Stores
•Mobile Commuter Store
•Commuter Direct.com
•Logistics
•Call Center Operations
•Marketing
•Arlington Transportation Partners (ATP)
•Mobility Lab
•TDM Site Plans
•Bike Arlington
•Walk Arlington
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Commuter Stores • Four traditional stores
• Two Mobile Commuter Stores
• Fare Media Sales
• Face-to-Face travel planning
• Regional in scope to handle travelers needs from across the entire DC/Baltimore region
• 225,000 schedules provided per year
• Nearly 175,000 visitors per year
• FY14 sales of $6,968,481
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Commuter Stores Location, Location, Location
• Mobile Commuter Stores travel to
seven different locations each week (and more on the way)
• Moving locations closer to transit hubs to increase visitors and effectiveness
• Regional thinking helps increase utilization
• Extended hours improve customer satisfaction (M-F 7a-7p, plus Saturday)
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CommuterDirect.com
• Provides ticket-by-mail program for entire region
• VRE, MARC, MTA Commuter Bus and WMATA are the largest sellers
• $57,321,764 in Fare Media Sales for FY14, FY06 was $5,975,800
• 16,163 customers use the ESB (Electronic Smart Benefits) program each month
• 26,000+ customers purchase tickets each month
• Handles 100% of ART transit customer service (quality relationship with transit)
• Provides trip planning assistance for region
• Long tenured staff provides best possible customer service (average is 4 years)
• Comfortable phone conversations Make it Easy for customers to use our service
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CommuterDirect.com Team
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Distribution/ Logistics • Handles all brochures for region
• Sends out 600,000+ brochures annually (1/3rd, 1/3rd, 1/3rd)
• Place transit information where people need it
• RCH signs at over 450 ART bus stops
• Visit each RCH every quarter to ensure consistency and quality of information
• Provides support to entire ACCS team and transit team