FY2017 PROPOSED BUDGET

Washington Metropolitan Area Transit Authority
Proposed FY2017 Budget
Chapter 3
• Engage Employees:
• Provide station managers with asset tool that supplies real-time information about
repair status for fare vendors, elevators and escalators, and other station equipment.
• Continue new customer care programs that define customer service for Metro’s
workforce, institutionalize it through job descriptions and performance evaluations,
enhance training, and celebrate success through employee recognition programs
• Expand Local Customer Care Committee pilot from two to four divisions in 2015, to
include all rail and bus divisions by the end of calendar year 2017
• Increase Advertising Revenue:
• Add $2.0 million or more to the $20.0 million annual revenue goal through expansion
of digital advertising and other categories.
FY2016 Highlights and Major Accomplishments
• Issued 17 alerts, aid MTPD in apprehension of crime suspects (MREL).
• Improved neutral or balanced tone in media coverage by 20 percentage points (MREL).
• Increased social media followers by 10 percent across all channels (MREL).
• Contributed to rider injury reduction in target stations with 10 prevention events (EREL).
• Seamlessly implemented Public Participation Plan (PPP) throughout Metro; significantly
increased internal and external stakeholder engagement around service (EREL).
• Delivered extensive communications support services to Interim GM and ELT (CSCM).
• Launched 7000 series rail car with positive feedback from customers and stakeholders
(CSCM).
• Produced award-winning marketing campaigns Metroway and Silver Line (MKTG).
• Increased SmartBenefits enrollment, adding 65 new companies (MKTG).
• Launched 4 local customer care committees, held over 20 town hall style meetings, introduced
new weekly Hot Sheets for frontline employees (CSCM).
• Developed new business tool for station managers to monitor repairs; launched customer
service employee recognition program (CSCM).
• Executed internal department customer studies around MTPD injuries, COUN Performance;
DDOT Peapod; Smartbenefits service quality; other studies utilized for decision making
(RESR).
• Conducted studies, surveys, and focus groups to support customer care initiative, employee
engagement improvement goals, fare pilot, and rail travel (RESR).
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