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In an effort to place more emphasis on customer communications, the Southeastern Pennsylvania Transportation Authority (SEPTA) recently appointed Kim Scott Heinle to the newly created position of assistant general manager for customer service.

He will be responsible for implementing new communication strategies to determine passenger priorities, utilizing technology to provide a customer-friendly system and motivating frontline personnel to develop passenger relationships.

Since joining SEPTA in 1984, Heinle has served as chief bus transportation officer, senior director of market development and sales, and assistant GM of light rail and suburban operations.