D.C. Metro reorganizes bus services

Posted on July 16, 2009

Washington Metropolitan Area Transit Authority (Metro) managers have reorganized Metrobus, the transit agency’s bus service in an effort to improve safety, reliability, customer service and efficiency.

Changes began in January at the three northern Virginia bus divisions and were implemented at the remaining six garages in the District of Columbia and Maryland by May.

More information about delays and detours is being posted on Metro’s Website, and the real-time bus information system, NextBus, was launched earlier this month. Managers in the office and or field can now track buses in real-time when the vehicles are on the street, and contact bus operators and their supervisors to troubleshoot early arrivals or delays.

Under the old management structure, a customer complaint was sent to a division’s superintendent. The superintendent was responsible for investigating the complaint and managing 300-500 bus operators. Under the new system, a complaint is sent immediately to the superintendent and then sent to the newly promoted street supervisors, who are now called service operations managers. They now manage 25 bus operators and investigate complaints and incidents.

The managers also now have laptops on the streets that can be used to track buses in real-time, and they are in the process of receiving more training.

Last year, the northern Virginia bus divisions reported 3,469 customer complaints between January and April about delays, buses skipping stops, not showing up and driver behavior. For the first four months of the year, there were 216 fewer complaints. Metrobus riders take about 450,000 trips per day.

Service operations managers also are having more conversations about safety with operators. The rate of preventable Metrobus accidents fell nearly 6.5 percent at the northern Virginia bus divisions between fiscal 2008 compared to fiscal 2009, which runs from June to July. On-the-job inquires also fell about 13 percent during the same time period.


View comments or post a comment on this story. (0 Comments)

More News

Fla.'s JTA sets launch date for new BRT service

The 9.4 mile Green Line on the North Corridor will feature direct, high-frequency service; 18 branded stations; complimentary Wi-Fi, a Park-n-Ride lot, and real-time bus arrival information.

Canadian bus service to block Internet streaming

Some customers have reported slow internet service, while others couldn't connect at al, due to Internet streaming issues.

Nova Bus names new east coast regional sales manager

Prior to joinging Nova, John Manzi served as eastern regional transit sales manager for a major transmission manufacturer.

Shuttle, circulator routes drawing thousands of riders in Miami

These services carried more than eight million passengers last year in 27 municipalities and are praised by riders and public officials alike as successful transit programs.

Calif.'s VVTA unveils Google trip planner update, web app

VVTA staff coordinated with the county and cities to maintain route and stop accuracy throughout the release cycle. Meeting the needs of the many departments at each agency added to the complexity of the project.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment



Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation

Please sign in or register to .    Close