Maryland Transit Administration Introduces First Customer Experience Improvement Strategy
The Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) has unveiled its inaugural Customer Experience (CX) Action Plan, a comprehensive strategy aimed at enhancing the experience of its riders. The plan, shaped by input from thousands of riders, stakeholders, and advocates, places riders at the heart of everything the agency does, as stated by MTA Chief Customer Experience Officer Michael Helta.
Key Focus Areas
The CX Action Plan focuses on several key areas to improve the transit experience in Maryland.
Fare Collection and Accessibility
The plan seeks to simplify fare payment options and improve access for low-income riders, making transit more affordable and convenient for all.
Cleanliness and Comfort
To ensure a comfortable and hygienic environment, the plan aims to increase vehicle cleaning schedules and develop a mechanism for riders to report concerns.
Safety
Additional protocols will be implemented to ensure riders feel secure while traveling on the system.
Rider Engagement
The plan continues engagement to ensure ongoing dialogue between the agency and riders, ensuring their voices are heard and their needs are met.
Transit-Oriented Development and Infrastructure Improvements
Maryland Governor Wes Moore's investment in transportation, specifically through the MDOT MTA, includes a significant focus on transit-oriented development and infrastructure improvements. A key example is the revitalization plan for the Bowie State MARC station in Prince George's County, which involves allocating $1.5 million for a developer-led master planning process on state-owned land surrounding the station.
The goal is to transform the area into a "bustling hub where people can live, work and learn," thereby boosting ridership and expanding development along the MARC Penn Line Corridor. MDOT is also investing $1.25 million in projects that aim to integrate housing, jobs, and transit more closely in other locations such as Odenton and North Bethesda.
Service Reliability and Communication
The CX Action Plan also focuses on service reliability and communication. It aims to improve on-time performance, fleet availability, and communication on service disruptions. The plan includes implementing user-friendly digital signage, improving wayfinding at stations and stops, and outlining improvements to the functionality, features, and benefits of the transit app.
The agency's Office of Customer Experience, created in 2024, developed the CX Plan to enhance the rider experience on and off the bus or train and at each stage of a rider's journey. The office launched a customer experience dashboard in 2024, allowing the public to track multiple service performance indicators.
The plan outlines immediate, high-impact improvements that reflect riders' top priorities, with provisions for Maryland Gov. Wes Moore's investment in transportation to advance state-of-good-repair investments across the system. The plan will be reviewed and refined annually to reflect progress and introduce new initiatives that respond to the evolving needs of riders.
In summary, the Maryland Transit Administration's Customer Experience Action Plan is a significant step towards improving the transit experience for Maryland's residents. By focusing on areas such as safety, cleanliness, accessibility, and service reliability, the plan aims to make transit more attractive, convenient, and enjoyable for all.
- The Maryland Transit Administration's Customer Experience (CX) Action Plan focuses on simplifying fare payment options and improving access for low-income riders, aiming to make public-transit more affordable and convenient.
- To ensure a comfortable and hygienic environment, the CX Action Plan seeks to increase vehicle cleaning schedules and develop a mechanism for riders to report concerns.
- Maryland Governor Wes Moore's investment in transportation includes a focus on transit-oriented development and infrastructure improvements, such as the revitalization plan for the Bowie State MARC station.
- The CX Action Plan also focuses on service reliability and communication, aiming to improve on-time performance, fleet availability, and communication on service disruptions.
- The agency's Office of Customer Experience developed the CX Plan to enhance the rider experience on and off the bus or train and at each stage of a rider's journey, including implementing user-friendly digital signage and outlining improvements to the functionality of the transit app.
