MTA's In-Reach Program Enhances Communication with Baltimore Bus Operators

In response to communication challenges identified during the 2016 redesign of Baltimore's bus network, the Maryland Transit Administration (MTA) has launched an innovative program called 'in-reach.' This initiative aims to bridge the gap between agency planners and bus operators, ensuring that frontline employees are included in discussions about service and scheduling.

Keisha Farrell, who has been instrumental in the program, noted that operators often lacked information about the network that was accessible to the public. The disconnect led to frustration among operators, which in turn affected their interactions with riders.

To address these issues, MTA Administrator Kevin Quinn appointed Farrell to lead the in-reach program, which has quickly begun to yield positive results. Operator morale has improved, and the scheduling process is becoming more aligned with actual operational conditions.

Historically, MTA's communication methods included PowerPoint workshops and town hall meetings, but these approaches failed to reach a significant portion of the bus operators. The in-reach program has since adopted various strategies to enhance visibility and engagement, including:

• Open hours at different divisions for operators to share feedback.
• Regular 'Coffees with Administrator Quinn' sessions, fostering direct dialogue between operators and management.
• Brown bag lunches and roundtable discussions for informal feedback.
• Digital displays and newsletters to ensure consistent communication across all divisions.

Farrell emphasized the importance of transparency in the feedback process. Comment boxes have been placed in each division to encourage operator input, and management has committed to responding to these comments. Display boards illustrate how operator feedback has been addressed, fostering a sense of accountability.

Additionally, the in-reach program has tackled long-standing scheduling frustrations by forming a 'scheduling committee' that includes both agency schedulers and operators. This committee utilizes real-world data to create schedules that better reflect actual travel times, significantly improving operational efficiency.

As a result of these efforts, over 30% of service changes in February 2019 were based on operator feedback, and many operators now report satisfaction with their schedules. The in-reach program has also improved relationships among MTA's frontline employees, the union, and management, leading to a more collaborative work environment.

Farrell has received inquiries from other transit agencies interested in replicating the in-reach model and is developing a manual to assist them in implementing similar initiatives.

Reported by HarborBeat based on transitcenter.org (source).