Alameda-Contra Costa Transit Streamlined Service Management and Improved Employee Experience with BOSSDesk®

Customer Overview

Alameda-Contra Costa Transit (AC Transit) is the largest public bus-only system in California and the third-largest in the United States, serving over 1.5 million residents in the East Bay region of the San Francisco Bay Area. With a diverse fleet of buses and a broad network of routes, Alameda-Contra Costa Transit delivers essential public transportation services to thousands of daily commuters, students, and residents.

To maintain reliable service and support the organization’s internal workforce, AC Transit operates a complex IT and facilities infrastructure. This includes not only traditional IT support—such as managing hardware, software, and user accounts—but also business-critical systems like ticketing machines, mobile devices, and operational equipment that directly affect service delivery.

The IT team at AC Transit recognized the importance of adopting modern solutions that could improve how service requests were submitted, tracked, and resolved. They turned to BOSSDesk®, an IT ticketing software and help desk ticketing system, to help streamline their operations and deliver consistent, reliable support to employees and departments across the organization.

Challenges

Before BOSSDesk, AC Transit’s IT department faced several pressing challenges:

Inefficient manual processes: Ticket intake often relied on emails or direct technician requests, making it difficult to prioritize, track, and resolve issues consistently. Manual tracking slowed down response times and created bottlenecks.

Limited visibility into service categories: End users submitted requests in ways that didn’t always align with how technicians categorized or resolved tickets. This disconnect between user-facing and technician-facing categories created confusion and prevented accurate reporting.

Inconsistent workflows: Without standardized processes, some requests were routed to the wrong teams or delayed in escalation. SLA compliance and prioritization suffered as a result.

Lack of streamlined reporting: Managers struggled to extract insights from service data, making it difficult to monitor performance, track KPIs, or demonstrate value through metrics.

User experience friction: Employees submitting service requests often found the process cumbersome. Forms were inconsistent, unclear, or too complex, which discouraged adoption and slowed resolution.

Solutions

After evaluating options, AC Transit chose BOSSDesk®, a robust help desk ticketing system and IT ticketing software, as the foundation for modernizing their IT support operations. Implementation was guided by Chris Kronkowski, Product Owner at BOSS Solutions, and AC Transit stakeholders:

Customizable Service Catalog:
BOSSDesk provided AC Transit with a ticket system help desk featuring a fully customizable service catalog. This allowed the IT team to design forms tailored to specific needs, such as password resets, purchasing requests, or hardware issues. Unlike rigid systems, BOSSDesk made it possible to create forms through a drag-and-drop editor.

Fields could be labeled, made mandatory or optional, and even hidden or displayed based on user responses using conditional logic. This meant complex forms could be simplified for end users, showing only the fields relevant to their request.

Workflow Automation:
AC Transit’s IT team gained powerful workflow automation tools within BOSSDesk. Tickets generated through specific forms could automatically be routed to the right category, assigned to the appropriate team, and given a default priority. For example, a purchasing request could be routed to the support team under “Hardware” with a medium priority, while urgent requests could be escalated automatically.

This automation reduced administrative overhead, minimized errors in routing, and ensured that high-priority issues received immediate attention.

Future Expansion Opportunities
While AC Transit currently uses BOSSDesk within IT, the team sees potential to expand the platform to additional departments, such as facilities and operations. This would require future planning, but the flexibility of the solution makes cross-department adoption a clear possibility. The scalability is there—it’s simply a matter of timing and resources.

User-Friendly Experience:
By simplifying forms, hiding unnecessary fields, and introducing conditional logic, AC Transit improved the employee experience for submitting tickets. This encouraged adoption, reduced frustration, and led to better-structured tickets for technicians.

Together, these solutions gave Alameda-Contra Costa Transit a scalable, efficient, and user-centric platform for managing IT and service desk requests.

Results

The adoption of BOSSDesk delivered measurable improvements across AC Transit’s IT and facilities operations:

Faster Service Request Handling: Automated workflows and categorized forms eliminated delays, improving resolution times and ensuring urgent issues were escalated quickly.
Improved Employee Experience: Simplified forms with conditional logic reduced friction for users submitting requests, while technicians received complete, structured tickets.
Operational Efficiency: SLA triggers, escalations, and automation reduced administrative overhead and improved prioritization of incidents.
Enhanced Reporting & Insights: Dual categorization enabled accurate reports and KPIs, giving management real-time visibility into service trends.
Customization at Scale: The drag-and-drop form builder and workflow engine gave AC Transit complete control to adapt processes as organizational needs evolved.

Summary

With BOSSDesk, AC Transit transformed how it manages service requests across IT and facilities. By moving away from manual processes and adopting a modern help desk ticketing system, the organization streamlined operations, improved SLA compliance, and enhanced user satisfaction.

The combination of customizable service catalog forms, dual categorization, and powerful workflows gave AC Transit both simplicity for end users and technical depth for IT staff. Reporting became more accurate, SLA tracking more reliable, and workflows more efficient.

Most importantly, AC Transit now has a scalable ticketing system for IT and beyond—one that adapts to the needs of different departments while ensuring consistent service delivery. This transformation has positioned AC Transit to continue providing efficient, compliant, and user-friendly support as its operations grow.