Metro News Release

For immediate release: December 16, 2004

Metro’s Operations Department and Transit Police Department to undergo independent external reviews in 2005

Metro will undgergo a series of independent external reviews to ensure its policies, procedures and programs are focused on providing the best possible bus and rail reliability, and customer service. The reviews will examine Metro’s Department of Operations and Metro Transit Police Department (MTPD). "We look forward to these independent external reviews of our operations and police departments," said Metro General Manager and Chief Executive Officer Richard A. White. "The results will help us learn how we can better improve bus and rail reliability, and enhance customer service. "This organization has a commitment to safe, reliable, clean service with a strong emphasis on better customer service," Mr. White said. "These external reviews are a clear reflection of that commitment." The Metro Board today approved the expenditure of $650,000 to conduct these independent reviews. The Department of Operations will undergo one or two professional service reviews expected to cost $500,000 total. The first will review and assess bus and rail reliability programs, service and maintenance contracts, and the development of reliability program metrics. A second review will focus on personnel and customer service issues relative to hiring, training and organizational development efforts. In addition, Metro will convene an American Public Transportation Association (APTA) peer review of rail and bus operations, central control operations, and operations training for train and bus operators and station managers. This will be done in two phases, beginning with rail and following with bus. Under an APTA peer review, Metro only pays for incidental expenses which are budgeted at $50,000. MTPD will hire the Police Executive Research Forum to examine policing policies and procedures. This review will help customers and transit police officers understand each other’s expectations, help promote stronger relationships between customers and MTPD officers, and broaden the spectrum of problem-solving strategies for officers. The goal is to strike a balance between customers’ expectations and the judicious enforcement of laws. The cost is expected to be $100,000. The Metro Board’s decision to conduct these external reviews are consistent with recent suggestions from groups including the Sierra Club and the local transit riders group. The independent, external reviews will begin early next year and will be conducted throughout 2005. They are scheduled to be completed as follows:Reviews

  • APTA Review of Metrorail (January 2005)
  • APTA Review of Metrobus (March 2005)
  • Operations Professional Service Review (December 2005)
  • Human Factors & Customer Service Issues Review (January 2006)
  • Police Executive Research Forum Review of MTPD (December 2005)

News release issued on December 16, 2004.