An inaugural Customer Experience (CX) Action Plan is coming to the Maryland Department of Transportation's Maryland Transit Administration. The initiative is designed to improve the public transit experience across the system.

The plan, shaped by thousands of riders, stakeholders, and advocates, outlines a clear set of actions to be implemented over the next year to improve service reliability, communication, accessibility, cleanliness, and safety systemwide.

“Riders will always be at the center of everything we do,” said Maryland Transit Administration Chief Customer Experience Officer Michael Helta. “This plan is our commitment to listening to our riders and making transit more welcoming and reliable for everyone in the region.”

Improving Transit Journeys With a Rider-Centered CX Plan

The CX Plan was developed by the agency’s Office of Customer Experience, a department created in 2024 to help elevate the rider experience on and off the bus or train and at each stage of a rider’s journey.

In addition to these enhancements, Governor Wes Moore’s investment in transportation will enable the agency to advance state-of-good-repair investments across the system to improve reliability, expand access, and enhance rider safety.

Highlights of the CX plan include:

• Service Reliability: Improve on-time performance and fleet availability to deliver expected service levels.

• Safety: Implement additional protocols to ensure riders feel secure while traveling on the system.

• Improved Accessibility: Enhance how riders can access schedules, navigate stations, and contact the agency.

• Transit App Interface: Improve communication of the app’s functionality, features, and benefits.

• Communication: Improve communication on service disruptions, implement user-friendly digital signage, and improve wayfinding at stations and stops.

• Cleanliness and Comfort: Increase vehicle cleaning schedules and develop a mechanism for rider reporting of concerns.

• Fare Collection: Simplify fare payment options and improve access for low-income riders.

• Rider Engagement: Continue engagement to ensure ongoing dialogue between the agency and our riders.

According to an agency release, the Office of Customer Experience and the Rider Experience Team will continue to engage riders and incorporate their feedback to guide ongoing improvements. The CX Action Plan will be reviewed and refined annually to reflect progress and introduce new initiatives that respond to the evolving needs of our riders.