I am delighted to be back at TriMet in my new role as Interim Deputy General Manager. Much has changed in the last 6 ½ years since I was the former Executive Director of Operations—especially in the world of technology and information. Those two areas alone offer enormous opportunity to improve our service delivery!
What hasn’t changed is the importance of you, our riders. Not only are you our reason for being, but you have become even more vigilant in your commitment to improving and growing our service.
Be assured, we are listening, and we know you want more and better service. As you may know, TriMet is slowly recovering from the worst recession since the Great Depression, and while we may not be able to immediately restore and expand service to the levels we’d all like, we can continue finding ways to make our existing service better.
TriMet is a transit agency that continues to be seen as one of the best in the country, but we can always do better.General Manager Neil McFarlane has a mindset of continuous improvement and a focus on customers, which I fully embrace. TriMet is a transit agency that continues to be seen as one of the best in the country, but we can always do better.
In my role, my commitment and focus will be to enhance the rider experience.
In my first several weeks on the job, I will be reviewing our operations with a focus on service reliability, operator support and service management. These are three things that can make a big difference in your transit experience, and it’s where riders and operators have told us we need to improve most.
I will also be looking for ways to streamline work and establish or reinforce performance measures to ensure service quality.
Now, this is where you come in. I want to know: What is your biggest concern about your transit system? What’s on your “wish list”? What is working well? You can always contact us through our Customer Service team or let me know directly at firstname.lastname@example.org. Your feedback is one of the best ways for us to see what’s working and what needs improvement.
I am happy to be back and taking these next steps in continuous improvement and keeping the spotlight on our customers. At the end of the day, true success will be measured in rider satisfaction. Please continue letting us know how we can make your transit system better, and I’ll keep you updated on our progress.
I hope to see you on board!