September-October 2022 - 47

ter's staff to better manage transportation
logistics for the people they serve.
Soliciting and Incorporating
Passenger Feedback for
Continuous Improvement
Actively soliciting feedback and listening
to what passengers think of the service is
the best way to learn and improve. We realized
that monitoring and trending customer
complaints and other feedback was
an important listening mechanism, but
sometimes we needed to learn more about
what customers need and want from public
transit. We wanted to ensure we were
hearing all the feedback and not just the
items that may have elevated to a complaint.
We wanted to hear general feedback
and suggestions on what passengers
wanted to see from their transit service.
We invested in passenger satisfaction surveys,
regularly solicited information from
rider advisory councils and deployed our
" Meet the Managers " program. The " Meet
the Managers " program is a methodical
way for managers to interact directly with
passengers at visible times to thank them
for riding and solicit feedback. Passengers
who take the extra time to provide
specific comments and suggestions truly
feel heard and we receive lots of invaluable
suggestions and ideas on what we can do
to continuously improve.
Actively Managing Operational
Data to Improve Passenger
Service Reliability
There is a strong connection between ensuring
we have the most current, relevant
operational data to establish a consistent,
real-time flow of information internally
and focusing on the reliability of service
experienced by passengers. Passengers expect
their vehicle to be reliable, on-time
and safe. That's why we have prioritized
the implementation and usage of a tool
that aggregates key, real-time data for dispatchers
from multiple tools and sources
into a single, consolidated and well-designed
digital workspace. This " command
console " dashboard not only allows for
real-time updates on vehicle location and
status, but also helps us be well-armed to
identify, prioritize and solve potential issues
quickly and effectively - ultimately
improving performance and contributing
to the passenger experience.
Our lives have forever changed as a result
of the pandemic. However, Transdev's
commitment to empowering people every
day with freedom and confidence through
safe, reliable and innovative solutions hasn't
changed. As passengers look for more from
their transit system in these evolving times,
this commitment to continuous improvement
through innovation and technology
continues to make a difference for our clients
and our passengers, thereby creating
a positive impact on the common good.
Susan Sweat is chief operating
officer at Transdev.
For more information, visit www.MassTransitmag.com/21275748
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September-October 2022

Table of Contents for the Digital Edition of September-October 2022
