Our safety and security objective is to ensure all customers and employees feel safe and secure using and delivering services.

To achieve alleviating customers feeling less safe and secure, we will:

1. 1. Increase our public orderliness and safety programs vis-à-vis our Metro Transit Police Department, Rail Advisory Committee, and Youth Council to increase passenger and employee safety and perceptions of safety across the system.
2. 2. Install safety-oriented station and bus stop infrastructure to improve passenger safety like our new faregates.
3. 3. Enhance operational safety for employees from injury and assault.
4. 4. Implement our Safety Management System (SMS) to create a formal, organization-wide, data-driven approach to proactive safety risk management, assuring effectiveness of safety risk mitigations, building a positive safety culture, and reducing safety incidents.

Our reliability objective is to provide dependable service that the community trusts.

To achieve customers trusting in us that we are reliable we will:

1. 1. Repair and modernize infrastructure and equipment to minimize time in maintenance, number of failures, and improve operational reliability.
2. 2. Implement reliability-centered maintenance using advanced analytics, imagery, and other tools to improve and coordinate preventative maintenance.
3. 3. Improve operational effectiveness to deliver better service and improve maintenance with minimal disruption.
4. 4. Complete the implementation of a Quality Management System (QMS) and continue to monitor outcomes to better coordinate and direct activities.
5. 5. Modernize signal infrastructure to allow for more consistent and efficient rail operation.

Our objective related to customer convenience is to deliver frequent and accessible service that modernizes and enhances the customer experience.

To achieve having customers feel that Metro is convenient, we will:

1. 1. Modernize and enhance end-to-end customer experience for user-friendliness and attractiveness.
2. 2. Optimize service and scheduling across system to improve frequency of service and allow for seamless transfers.
3. 3. Improve customer service and communications strategy to solicit consistent input and provide proactive, frequent, and real-time support to customers.
4. 4. Modernize station operations to streamline station management/operations to deliver consistent, high-quality service across network.
5. 5. Expand last-mile connectivity options to provide safe accessible routes to transit and critical amenities for bicyclists (secured parking, bikeshare, scootershare, e-bikes, etc.) and pedestrians.

1. 1. Develop strategic workforce planning to close talent and skill gaps through recruiting, retraining, and/or upskilling.
2. 2. Execute recruiting and hiring strategy to develop additional talent pools, increase access to candidates, and reduce vacancies.
3. 3. Establish employee value proposition to establish Metro as a great place to work, develop careers, increase overall satisfaction, and have a positive impact in recruitment and retention.
4. 4. Implement succession planning to provide continuity to the business and reduce uncertainty among staff.

1. 1. Develop culture change strategy to increase engagement across the organization.
2. 2. Implement Diversity, Equity, and Inclusion (DEI) strategy and programs to ensure Metro provides opportunities and representation to all cohorts and lead implementation of agency's Racial and Social Equity Strategy.
3. 3. Create an innovation incubator to empower people with innovative ideas and foster creativity and innovation. Rewarding and recognizing those who put forth noteworthy ideas that improve safe operations, increase efficiencies, improve processes, and reduce silos.
4. 4. Establish a performance evaluation framework that supports engagement and recognition across the organization.
5. 5. Implement realignment and business process improvement by identifying resource needs, clarifying decision rights and accountabilities, eliminating duplication, and reducing inefficiencies.
6. 6. Develop internal customer service strategy to enable better collaboration and positively impact external customer service.

1. 1. Create talent / career / skills development plans that provide attractive work experiences and expands career opportunities across Metro.
2. 2. Establish center of excellence training academy to provide staff with the right skills and capabilities that Metro's operations require.
3. 3. Provide leadership development and applied training programs to support emerging leaders and develop the next generation of Metro leaders.

1. 1. Initiate Metrorail service optimization to increase core frequency and enable efficient transfers where most customers are riding.
2. 2. Implement Better Bus network redesign to realign and expand bus service to best serve customers where and when they need to travel.
3. 3. Reevaluate fare policy to make fares simple and affordable to promote access to transit, while delivering improvements to Metro's payment system for easier access to transit.
4. 4. Focus on customer-centric regional mobility to streamline customer information across services to provide a better experience and increase regional transit use.
5. 5. Establish transit equity advancement and policy actions to improve access to opportunity and quality of life for the region's historically disenfranchised residents and communities.

1. 1. Accelerate Transit oriented development (TOD) more densely and accelerate development near transit
2. 2. Program service capacity capital investments to make forward-thinking investments that increase Metro's capacity to expand transit service in the region.
3. 3. Proactively engage with the community to deepen and expand Metro's relationships with customers and foster a sense of shared ownership in regional transit services.

We aim to establish dedicated, ongoing, regional funding to support multi-year operating and capital plans and steward public investment.

Preliminary initiative programs include:

1. 1. Secure dedicated, ongoing, regional, non-fare, non-subsidy funding stream(s) to increase funding and resources supporting projected/optimal service and related capital investments.
2. 2. Update subsidy formula and jurisdictional funding model to increase focus on servicing the region's and customers' needs.
3. 3. Optimize advertising strategy to increase non-fare revenue through more relevant and visible ads for riders and non-riders via outdoor digital displays (e.g., at station entrances, buses, etc.), corporate partnerships, or other revenue opportunities.
4. 4. Expand non-fare, non-advertising revenue to better utilize existing spaces in stations/lines to drive revenue (e.g., station commercialization/retail, joint development, and parking leases).
5. 5. Improve asset management and cost-effective sourcing of materials and contract services to be a better steward of resources and service delivery to modernize and reduce costs.
6. 6. Mitigate fare evasion to increase fare revenue and reduce instances of passengers boarding without paying fare or tapping free ride program cards.

We aim to take action to combat climate change, adapt to its impacts, and steward natural resources.

In 2019-2020, Metro helped the DMV avoid nearly 300,000 metric tons of CO2 emissions,14 the equivalent of taking more than 65,000 cars off the road.

1. 1. Decarbonize Metro infrastructure and equipment to eliminate use of fossil fuels from Metro business through carbon-free energy sources such as solar power utilization, and a transition to zero emission vehicles.
2. 2. O ptimize natural resource stewardship to protect, conserve, and enhance places where Metro operates (including promoting recycling, greenspace, water and stormwater management and other sustainable practices).
3. 3. Modernize design, construction, and operations to meet sustainability and climate resiliency challenges (including pursuing green certifications for buildings).