Riding out the pandemic: How transit agencies are engaging riders now

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By Mark Heavey, Jennifer Vides, Art Guzzetti, and Kate Brangaccio

This webinar is for transportation industry professionals, especially those focused on customer engagement, communications, and service delivery during COVID. 

Public transit plays a critical role in moving people to and from family, jobs, and recreation. But with COVID-19 disrupting everyday life, jobs, and the daily commute for millions of Americans, transit agencies are grappling with ridership declines, a hesitant customer base, and public health and safety challenges that threaten their viability and financial stability. 

But despite these challenges, transit agencies nationwide are transforming not only how they deliver service, but how they engage with an evolving customer base in an unprecedented environment. Throughout the pandemic, public transit has been a critical and vital service for essential workers and will be a key element driving economic recovery post-pandemic. At this unique moment in time, public transit can seize the opportunity to revolutionize service delivery, communications, and technology—to reconnect with riders in a new and better way. 

Join experts from the American Public Transit Association (APTA), the NY Metropolitan Transportation Authority (MTA), and Metrolink, as they discuss:

  • How ridership communications and engagement have evolved over the last few months.
  • How transit agencies can measure, track, and respond to a constantly changing environment.
  • Key areas of focus for transit agencies as we approach the end of the year.
  • Important ‘building blocks’ for effective and adaptable communication/engagement with riders.
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Meet the authors
  1. Mark Heavey, Director, Marketing & Advertising, State of NY Metropolitan Transportation Authority (MTA)
  2. Jennifer Vides, Chief Customer Experience Officer, Metrolink
  3. Art Guzzetti, Vice President – Mobility Initiatives and Public Policy, American Public Transportation Association (APTA)
  4. Kate Brangaccio, Senior Manager, ICF Next