Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
OCTOBER 21, 2021
Subject
SUBJECT: CUSTOMER EXPERIENCE UPDATE ORAL REPORT
Action
ACTION: ORAL REPORT
Heading
RECOMMENDATION
Title
RECEIVE oral report on Customer Experience (CX) Update.
Equity_Platform
EQUITY PLATFORM
The Customer Experience Unit analyzes whether the investment addresses specific inequities for marginalized customers. Examples of bringing an equity focus to CX initiatives include funding of:
• Targeted marketing of the TransitWatch app and phone number/SMS text option on bus benches at bus stops that fall in EFCs, to reach riders without smartphones
• Testing better lighting at bus stops to improve personal security for women, girls, transgender and nonbinary people, as called for in Understanding How Women Travel
• Midday, layover cleaning at a high-volume terminal that directly benefits riders in EFCs on higher-ridership lines such as Line 70, 76, 92, 94, and 102.
Diverse riders have diverse needs, and the upcoming CX Plan will highlight the needs of various racial/ethnic groups, women, girls, people who are nonbinary and transgender, riders with a range of disabilities, and other categories.
Prepared_by
Prepared by: Aaron Weinstein, EO, Customer Experience (213) 922-3028
Reviewed_By
Reviewed by: Nicole Englund, Chief of Staff, (213) 922-7950
