WMATA: New strategy produced ridership increase, other improvements

Washington Metro Area Transit Authority (WMATA) logged improvements in ridership, customer satisfaction, public safety, fare collection and expense reduction, according to the first report under the agency's year-old strategic plan.

According to the "Your Metro, The Way Forward" plan, WMATA bus and rail ridership climbed more than 4.5 million trips a month over the past year since the strategic plan was released. More than half of rail riders witnessed trains arrive every six minutes or less, on average.

The strategic plan also called for measures to reduce crime and improve customer perception of security. Crisis intervention specialists, partnerships with local law enforcement for enhanced station patrols, and more patrols onboard trains and buses have reduced violent crimes by 14%, according to a WMATA news release.

"As reflected in the unprecedented levels of customer satisfaction, the investment in service frequency, reliability and security is helping people choose to come back to Metro and earning new customers," said WMATA Chair Paul Smedberg. "We are able to make substantial customer and service improvements, all while lowering our costs and becoming more operationally efficient."

WMATA has reduced costs by $183 million through one-time budget actions, newly identified recurring operating cost efficiencies and freezes on salary and wages. WMATA has also sized trains to match ridership demand, launching its first six-car trains on its newest rail car fleet.

Also, WMATA's installation of new fare gates, as part of a program of enhanced enforcement, have reduced fare evasion in targeted stations by 70%.

Released last week with metrics showing progress over the first year of the plan’s implementation, shows that targets were exceeded in key areas that advance the region’s goals, including reductions in greenhouse emissions.