Challenge
Boston's commuter train system is operated by the Massachusetts Bay Commuter Railroad (MBCR) on behalf of the Massachusetts Bay Transportation Authority (MBTA).
This is the nation's largest commuter rail system in which operations are contracted to a private-sector company, Veolia Transportation. The Commuter Rail network reaches 80 communities in the Boston area, with 480 weekday trains, and more than 140,000 passengers per day. MBCR employs 1,850 people.
Veolia Transportation is the majority partner of MBCR. Veolia's partners in the Boston consortium are rail equipment manufacturer, Bombardier, and Boston-based transportation management firm Alternate Concepts, Inc. In the partnershipm, Veolia is responsible for all aspects of operations including hiring, training and managing engineers and conductors, maintaining train equipment, signals and stations, performing right of way, executing dispatch, ensuring top quality customer service, delivering on-time and safe performance, as well as managing ticketing and other operational functions.
Veolia Transportation's Solutions
Veolia operates the commuter rail network for our client with a commitment to continuous improvement in the passenger experience. We have placed a major focus on passenger convenience and comfort, including ease of ticketing, well-placed signage, on-time performance, and improvements in the ride experience.
Improved services for passengers:
- Introduced Wi-Fi service on trains.
- Improved information to customers on service changes, train status, and updates, very effectively using email and mobile technologies
- Revamped customer feedback process to streamline responses, analyze concerns and turn the feedback into action
- Improved passenger information through enhanced in-station display systems
- Innovated to better manage ticket sales
- Enhanced customer service training for conductors
Areas of special support to our client:
- Improved data management systems, that provide the MBTA with timely data on operational and environmental performance
Results since Veolia Transportation and its Partners Began Operating
- On-time performance is at its highest level in years.
- Customer complaints have dropped dramatically.
- Multiple new services have been implemented for customer convenience.
- Workforce diversity has been increased by over 45%.