DART
DART on Nov. 24 released its first Point B Strategic Plan Annual Report, “highlighting several initiatives and major system investments that are moving the agency closer to being first-in-mind for mobility.”
Introduced in 2024, Point B “serves as DART’s strategic guide for ensuring transit plays a more substantial role, as North Texas remains on track to become the third-largest region in the U.S. within the next decade.” The plan, DART says, “guides the agency’s decisions around delivering best-in-class customer experiences, creating fantastic spaces in the communities we serve, and ensuring that all investments and service improvements move riders closer to the places that connect them to opportunity.”
“Point B is more than a strategy; it is DART’s commitment to our riders and our region,” said DART President and CEO Nadine Lee. “We made a promise to be transparent to all our stakeholders about how we are working with our employees, for our customers, and in partnership with our communities and stakeholders to strengthen our system. This report not only delivers on that promise but also celebrates the work underway to deliver a transit system that is clean, safe, more connected, and ready for the future of North Texas.”
Point B includes six strategic goals:
- “Empowered Agency: Build a nimble organization that can act quickly and effectively by streamlining processes and empowering employees.
- “Culture of Contribution: Create a culture that aligns roles and responsibilities with the DART vision, deepens organizational trust, and encourages growth.
- “Quality Service: Deliver a quality customer experience defined by strong rider advocacy and built on professional pride and continuous improvement.
- “Seamless Mobility: Integrate mobility options to create a seamless travel experience defined by frequency and reliability that positions DART as first-in-mind.
- “Fantastic Spaces: Create fantastic spaces that add value to our communities, enhance the rider experience, and foster a sustainable thriving region.
- “Strategic Relationships: Position DART as a collaborative leader and recognized regional economic and mobility asset.
In this first report, DART celebrates significant milestones advancing these goals, including:
- “Launched DART Transform, a 10-year $2.5 billion system modernization program.
- “Raised our Net Promoter Score – which measures customer satisfaction – by 40 points over the last three years.
- Advanced a $110 million investment in security, cleanliness, and reliability projects.
- “Earned national recognition as the American Public Transportation Association awarded the agency gold-level distinction through its Sustainability Commitment Program.
- “Celebrated the opening of the 26-mile Silver Line connecting seven cities from Plano to Dallas Fort Worth International Airport.
- “Opened the Consolidated Dispatch Command Center, streamlining operations and enabling faster response to security and service issues.
- Received the first of 476 new buses that begin phasing in across the service area by the end of 2025.
- “Advanced transit-oriented development with three projects in the development stage and three projects under construction. Developed customized area plans with service area cities to strengthen local mobility and support economic development.”
Along with an average of 171,000 weekday passenger boardings and more than 56 million trips provided, the Point B Strategic Plan Annual Report (download below) highlights just a fraction of the agency’s progress to help people and communities connect and flourish across North Texas, DART noted.
OC Streetcar
For the first time, electricity powered an OC Streetcar vehicle along the Pacific Electric (PE) right-of-way, marking a major milestone toward the start of service in 2026, OCTA recently announced via an X post.
OCTA Director Vicente Sarmiento stopped by to observe this recent test, which confirmed functionality of the overhead contact system that supplies power to the vehicles. In the months ahead, OCTA says testing will continue to ensure safe, reliable service for all. When complete, the OC Streetcar will operate between Santa Ana and Garden Grove, providing connections to existing bus and rail routes.
Denver RTD
Denver RTD announced Nov. 24 that it has launched a comprehensive Customer Experience and Transit Utilization Action Plan “to improve how the agency delivers services, communicates, and connects with its customers.”
Developed over several months, the plan (download below) includes nearly 60 tactics shaped by feedback received from RTD’s customers, staff, Board of Directors, and annual surveys. The near-term action plan closely aligns with the agency’s Strategic Plan and Annual Scorecard and focuses efforts during a seven-month timeline.
“Having a laser-like focus on customer experience is paramount and supports the agency’s near-term and future successes,” said RTD General Manager and CEO Debra A. Johnson. “This action plan ensures the agency’s customers are at the center of every decision made, from communications to service delivery.”
The action plan, the agency says, “includes strategies to improve service reliability, personal safety and security, cleanliness, wayfinding, digital tools, communications, and the overall ease of using RTD services. The plan also emphasizes a customer-first approach to ensure individuals feel informed, supported, and valued throughout their journey. The launch reflects a renewed, agency-wide commitment to understanding customer needs, improving service quality, and creating a more seamless travel experience across RTD’s entire system.”
The plan is organized into five focus areas: (1) Service Delivery and Amenities; (2) Fares and Pass Programs; (3) Communications and Information; (4) Awareness and Education; and (5) Engagement and Outreach. Several of the tactics are currently under way, including a high-volume events plan, promotion of RTD pass programs, a new mobile application, and bus and rail ride-alongs by RTD’s leadership team.
“By listening to our customers, understanding their needs, and continuously improving services, we’re able to foster long-term loyalty,” said RTD Chief Communications and Engagement Officer Stuart Summers. “A positive experience means that our customers feel supported, informed, and confident using RTD’s services, and it directly impacts their future decisions to take RTD.”
Additional work will begin in 2026 to build upon the near-term action plan and develop a multi-year customer experience program.
