Maryland Transit Administration initiates first Customer Service Improvement Strategy
Maryland Transit Administration Unveils Customer Experience Action Plan
The Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) has unveiled its inaugural Customer Experience (CX) Action Plan, a comprehensive initiative aimed at improving multiple aspects of the transit rider experience over the next year.
The key initiatives in the CX Action Plan focus on enhancing service reliability, ensuring safety, improving accessibility, and fostering better communication.
Service Reliability
The plan aims to improve on-time performance and ensure sufficient fleet availability to meet service expectations. This will help riders rely on the transit system more confidently.
Safety
The CX plan includes additional safety protocols to make riders feel secure while traveling. These measures are designed to instil a sense of security and peace of mind for all users.
Improved Accessibility
The CX plan focuses on enhancing schedule access, station navigation, and agency contact methods. This will make it easier for riders to access information and navigate the transit system.
Transit App Interface
The plan seeks to improve communication about the app’s features, functionality, and benefits. By doing so, riders will be better informed about the app and its advantages, enhancing their overall experience.
Communication
Enhanced communication regarding service disruptions, installing user-friendly digital signage, and improving wayfinding at stations and stops are also part of the plan. This will help riders stay informed and navigate the system more easily.
Cleanliness and Comfort
The CX plan increases vehicle cleaning schedules and creates mechanisms for riders to report concerns. This focus on cleanliness and comfort aims to make the transit experience more pleasant for all users.
Fare Collection
The plan simplifies fare payment options and improves fare access for low-income riders. This initiative is intended to make the fare collection process more convenient and equitable.
Rider Engagement
The CX plan continues rider engagement for ongoing dialogue. This ensures that the MDOT MTA continues to gather feedback and input from riders, keeping their needs at the forefront of its decisions.
This comprehensive initiative was developed by MDOT MTA’s Office of Customer Experience, created in 2024, based on input from thousands of riders, stakeholders, and advocates. The plan reflects rider priorities and aims to make transit more welcoming, reliable, and accessible statewide.
Maryland Gov. Wes Moore's investment in transportation will enable MDOT MTA to advance state-of-good-repair investments across the system. The CX Plan aligns with these broader state investments in transportation infrastructure to improve system reliability, safety, and access.
MDOT MTA's Chief Customer Experience Officer, Michael Helta, stated that riders will always be at the center of everything they do. This commitment to putting riders first is evident in the CX Action Plan, which is set to transform the transit experience for Maryland residents.
[1] MDOT MTA Press Release: Maryland Transit Administration Unveils Customer Experience Action Plan
[2] Baltimore Sun: Maryland Transit Administration unveils plan to improve customer experience
[3] WBAL TV: Maryland Transit Administration releases customer experience action plan
- The Maryland Transit Administration's (MDOT MTA) Customer Experience (CX) Action Plan, revealed recently, includes a focus on simplifying fare payment options to make the fare collection process more convenient and equitable for all riders.
- The CX Action Plan, developed by MDOT MTA’s Office of Customer Experience, contains initiatives aimed at improving multiple aspects of the transit rider experience, such as enhancing safety protocols and accessibility features.
- As part of the CX Plan, MDOT MTA will install user-friendly digital signage and improve wayfinding at stations and stops to ensure riders stay informed and navigate the system more easily.
- The comprehensive transportation strategy aims to foster better communication between the MDOT MTA and riders, addressing concerns about service disruptions and enhancing the transit app interface's features, functionality, and benefits.
- To make the transit industry more financially accessible, the CX Plan includes improvements to foster fare access for low-income riders, demonstrating a commitment to equity within the public-transit sector in Maryland.
