WMATA’s Planners’ Principles for Creating a Customer Focus
In its efforts to make Metro safer and more reliable, Metro puts the customer first.
Addressing capacity constraints in our stations, such as Foggy Bottom shown here will provide a safer and more reliable trip for Metro customers. Image source: WMATA.
The last year, implementation of Momentum, the WMATA strategic plan, was paused to permit a laser focus on all things safety and reliability. Safety and reliability are what our customers deserve and what they are asking for. Here’s how we pledge to address these critical issues at Metro within the context of putting customers first.
Engage our customers. And listen. Metro’s new General Manager and CEO, Paul J. Wiedefeld has dedicated a great deal of time since he came aboard talking with and listening to his constituents. He did this because he knows that to get their support he has to listen to their concerns and ideas for our system and services. Metro has the tools in place to regularly engage their customers, starting with the American Planning Association-award-winning Public Participation Plan (PDF) but also including a newly formed customer community, Amplify, available for online conversation on a wide variety of topics and initiatives. Let’s follow the lead of the new GM and engage our customers in dialogue on addressing today’s problems as well as rebuilding Metro for the future.
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