Riding to connect with riders

Posted on November 1, 2012 by Michael R. Wiley

As the GM of the Calif.-based Sacramento Regional Transit District (RT), it is critical to continuously expand my knowledge of all aspects of RT's bus and light rail system.

To lead the agency and have a vision for the future, I need to not only think broadly, but understand the daily challenges employees and customers face at the street level. What aspects of RT service are customers most pleased with, what long-term improvements would they like to see and where are the opportunities to make immediate changes?

I’ve found that a great way to stay on top of the day-to-day happenings is to ride RT’s buses and trains regularly, either as part of my commute or while conducting RT business.

Taking this idea one step further, RT staff and I started the ‘Ride with the GM’ program in 2010. Each October, I choose a few days a week to interact with riders by traveling throughout the RT system. My itinerary is posted on the RT website.

‘Ride with the GM’ is a real opportunity to show riders that RT leadership is concerned with our quality of service and looking for firsthand knowledge of the system. During my tour, I introduce myself to as many people as possible, ask for comments or suggestions, and immediately follow up with the appropriate departments to address issues or concerns.

I’m very encouraged by the number of customers that compliment RT operators and express appreciation for RT service. I’m also receptive when customers offer solutions to improve cleanliness of stations, add bench seats at certain bus stops and improve connections at transfer areas.

During the first two weeks of the 2012 ‘Ride with the GM’ program, a popular topic has been RT’s recent service improvements. On Sept. 2, 2012, RT extended night service on light rail and nine major bus routes, increased frequency on highly-utilized bus routes and restructured others to better serve riders. Feedback has been positive and ridership strong, as I encountered standing-room only passenger loads on various routes during off-peak hours. I’m also optimistic that ridership will continue to increase as people gain a better understanding of the benefits offered by the changes.

While I regularly ride the RT system, the ‘Ride with the GM’ program offers a unique opportunity to schedule multiple blocks of time to interact with our customers face-to-face. RT gains valuable information, customers are encouraged to take a stake in their service and I make a few new friends – all in a day’s work.

In case you missed it...

Read our METRO blog, "'OCTA CEO: Local control key to rail service integration" here.

View comments or post a comment on this story. (1 Comment)

More Transit Dispatches Blog Posts

April 17, 2019

Transportation Innovation Steers Mobility for All

In the U.S., we love our cars and prefer to drive alone. More than 90% of Americans owned personal automobiles in 2017, and 21% of families had more than three cars per household, says the U.S. Census Bureau.

April 1, 2019

Why freedom of mobility is at the center of dealing with the climate crisis

The single biggest driver of change in transportation in the coming years will undoubtedly be the impending climate catastrophe.

March 26, 2019

'Going to School' to Cultivate the Next Generation of Transit Employees

To help mitigate the effects of a potential workforce shortage, SEPTA is taking its recruitment efforts to the next generation, reaching out to students about careers in transportation.

March 17, 2019

How congestion pricing, MaaS, and new transit policies will benefit all

By working in tandem, these elements will result in better public transportation infrastructure, more egalitarian access to transit options, affordable or free services, and a healthier environment.

March 13, 2019

How private-sector vendors can successfully navigate transit agencies

What I found in my public sector roles was that often private sector vendors did not understand how we operated nor how to interface effectively with us as the public agency.

See More

Post a Comment

Post Comment

Comments (1)

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

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

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