Today, Pace is launching a new customer feedback management system. This system stores all the records of questions, commendations and complaints that the public provides to us. For those who have previously sent Pace an email or called in to our Customer Relations call center, you may be aware that all those interactions are logged and, when an issue requires follow-up, our system helps us make sure the right people within Pace review your concern and help create a response that is then provided to you.
The new system modernizes our internal process, with the goal of responding to customer concerns more quickly and more accurately. A new feature that customers might appreciate is a self-service tool, by which you can ask a question or submit a complaint without needing to call in and speak to a Pace representative live. Not only can this process be much quicker for you, but you can do this at any hour of the day, including on weekends. That self-service tool is available here.
Furthermore, whether you contact us using this self-service tool or call or email us, we hope that you are willing to get a response back by email or text. Those response methods allow Pace staff to much more rapidly provide you a response, with the added benefit of you being able to receive and view it at your convenience.
Please note: if you have previously submitted a question or a complaint to Pace and are still awaiting an answer, those inquiries are still logged in our prior system and are still being processed. You can expect to receive a response in whatever format you previously chose. For those who submit a question or complaint over the next week or so, please be patient with our staff who are familiarizing themselves with the technology behind this new system. Additionally, responses that you receive by email may look different from ones you’ve previously received from Pace and will come from "IT Service Desk" at the address PaceCSMprod@ServiceNowServices.com. Any text message responses, if you’ve opted into that service, will come from that same email address.
Thanks for your interest in Pace and we look forward to serving you more quickly and more accurately with our new customer feedback management system.