Maryland Transit Administration Introduces First Customer Service Improvement Strategy
The Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) has released its inaugural Customer Experience (CX) Action Plan for 2025, detailing specific priorities and initiatives to enhance transit service over the next year. The plan focuses on comprehensive improvements across multiple areas identified as top priorities by thousands of riders, stakeholders, and advocates.
The CX Action Plan, developed by MDOT MTA’s Office of Customer Experience, established in 2024, aims to improve the overall transit experience for riders in Maryland. The plan is a *living document*, updated annually to track progress and accommodate evolving rider needs.
Key specific details of the MDOT MTA CX Action Plan include:
- **Service Reliability:** The plan commits to improving on-time performance and fleet availability, ensuring that expected service levels are consistently met. - **Safety:** Additional safety protocols will be implemented to make riders feel secure throughout their transit journey. - **Accessibility:** Enhancements include better access to schedules, easier navigation within stations, and improved ways for riders to contact the agency. - **Transit App Interface:** Efforts to improve the communication of the app’s functionality, features, and benefits aim to increase rider awareness and usage. - **Communication:** The plan emphasizes upgrading communication about service disruptions, implementing user-friendly digital signage, and improving wayfinding at stations and stops to keep riders informed. - **Cleanliness and Comfort:** Vehicle cleaning schedules will be increased, and a mechanism for riders to report cleanliness or comfort concerns will be developed. - **Fare Collection:** The plan seeks to simplify fare payment options and improve fare access for low-income riders, including expanded payment methods and streamlined processes for students. - **Rider Engagement:** Ongoing rider engagement will be prioritized to maintain a continuous dialogue between the agency and customers, including increased rider conversations and a focus group program.
The CX Action Plan also emphasizes improving real-time information accuracy and trust, enhancing service disruption messaging and public awareness of the app, and next-day follow-ups to address service issues more swiftly.
Maryland Governor Wes Moore’s investments will enable MDOT MTA to advance state-of-good-repair investments across the system, improving reliability, expanding access, and enhancing safety for riders. The CX Plan is a commitment to making transit more welcoming and reliable for everyone in the region.
The CX Action Plan is set to implement additional safety protocols to ensure riders feel secure while traveling on the system. It also increases vehicle cleaning schedules and develops a mechanism for riders to report concerns about cleanliness. The plan enhances accessibility by improving the way riders can access schedules, navigate stations, and contact the agency.
MDOT MTA's Chief Customer Experience Officer, Michael Helta, stated that riders will always be at the centre of everything they do. The Office of Customer Experience aims to elevate the rider experience on and off the bus or train and at each stage of a rider's journey.
In 2024, the Office of Customer Experience launched a customer experience dashboard that allows the public to track multiple service performance indicators. The CX Plan balances immediate, high-impact actions with ongoing investments to ensure a seamless, reliable, accessible, and comfortable rider experience across the Maryland transit system.
- The CX Action Plan, a living document updated annually by MDOT MTA's Office of Customer Experience, aims to improve fare access for low-income riders through simplified fare payment options and expanded payment methods, as well as streamlined processes for students.
- Maryland Governor Wes Moore's investments will be instrumental in advancing infrastructure improvements across the transportation industry, particularly in the public-transit sector, with a focus on increasing reliability, expanding access, and enhancing safety for riders.
- The CX Action Plan aims to enhance the overall experience for riders on Maryland's buses and trains, with specific initiatives addressing service reliability, safety, accessibility, technology, and communication, as well as cleanliness and comfort.
- The MDOT MTA's CX Action Plan emphasizes on improving the finance aspect of the industry by addressing the needs of low-income riders through simplified fare payment options and streamlined processes, thus making transportation more affordable for everyone in the region.
