2012 Outstanding Public Transportation System Achievement Award
Metro staff completed an extensive overhaul of its driver training program with a heavy emphasis on safety and customer service. A comprehensive training manual and more than 10 instructional videos were produced to train drivers on driving maneuvers, pick up/drop off techniques, and ways to facilitate positive customer interactions. All drivers also attend refresher training each year.
Equipment and garage safety improvements were made including camera surveillance systems installed on all buses and at every transfer point. Not only are cameras helpful for customer service research, police also use the footage to help solve crimes that might occur outside of the bus.
A 4M team (Metro Transit, Madison Police, the Mayor’s office and the Madison Metropolitan School District) hold regular meetings to address security issues on the bus and at transfer points.
These actions, along with many others, led to Metro receiving a “Most Improved” safety award from its insurance carrier Transit Mutual Insurance in 2009 which included a $204,000 dividend for 2010.