Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
FEBRUARY 21, 2019
Subject
SUBJECT: CUSTOMER EXPERIENCE MOTION 38.1 RESPONSE
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE the status update for Motion 38.1 about the customer experience program.
Issue
ISSUE
On June 21, 2018, the Board of Directors (Board) approved Motion 38 by Directors Garcetti, Kuehl, Bonin and Garcia (Attachment A), requesting staff to:
A. Rename the System Safety, Security, and Operations Committee to the Operations, Safety, and Customer Experience Committee;
B. Endorse Travel Speed, Service Frequency, and System Reliability as the highest priority service parameters to guide the work of the NextGen Bus Study;
C. Develop customer experience key performance indicators (KPIs) within Operations, Communications, Information & Technology Services, TAP, System Security and Law Enforcement, and other functional areas of MTA to regularly report on the status of the system, transit service, and the transit service environment;
D. Develop an Annual Customer Service and Experience Plan, including but not limited to improvements planned and desired for:
1. KPIs developed under section C
2. The status of the Customer Service & Experience projects
3. Key accomplishments, objectives and challenges in Customer Service and Customer Experience for the following budget year
4. Key accomplishments, objectives and challenges in transit service marketing for the following budget year
5. The CEO's Ridership Initiatives, including the Customer Experience Service Strategist
Background
BACKGROUND
The Customer Experience Committee was established from July 2017 through June 2018 to ensure that Metro services, projects and programs continue to be developed with a focus on the customer. An internal customer experience working group, with representatives from Operations, Security, OEI, IT, Communications, TAP and the Office of the CEO was formed to d...
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