Metro News Release

For immediate release: May 10, 2006

Metro steps up communication with MetroAccess users

Communication is key to any successful relationship, and that’s why Metro is taking several steps to improve the agency’s interactions with MetroAccess users.
 
About 16,000 registered MetroAccess riders will begin receiving the quarterly newsletter, Capital Mobility, today in the mail. Metro also plans to post a Customer’s Bill of Rights in more than 300 MetroAccess vehicles next month. The Bill of Rights is on Metro’s Web site, in the first edition of the newsletter and is posted in the MetroAccess call center.
 
Metro managers are conducting an extensive review of MetroAccess customer service practices as part of an ad hoc advisory committee’s study to improve the service. Transit officials are working on improving the customer complaint process and informational materials. Planned improvements to MetroAccess customer service include, sensitivity training, installing a call monitoring system to monitor customer service agents and dispatchers, customer surveys, acknowledging written complaints upon receipt, updating the MetroAccess Customer Guide with policy and procedural information, and providing a better orientation to new MetroAccess customers.
 
"We want our customers to feel empowered to travel on MetroAccess easily and independently, and we can best accomplish that by providing them with clear and complete information on how our services work," said Christian Kent, MetroAccess director.
 
The MetroAccess Ad Hoc Advisory Committee plans to give a final report to the Board in June.

MetroAccess is the curb-to-curb federally mandated transportation service that is provided to seniors and people with disabilities that aren’t always able to use buses or trains.

News release issued on May 10, 2006.