Do you remember what it was like to fly before September 11, 2001? Some of our readers may not be old enough to remember this, but security lines were shorter and less thorough. Identification requirements were less stringent. You could leave your shoes on without pre-approval or premium security screening requirements. Our nation then experienced a cataclysmic event and it required changes in policies, procedures, and practice. September 11 created a ‘New Normal’ for air travel, much like COVID has created a New Normal for transit.
As TransPro has been collaborating with transit industry leaders in recent months, we have talked about the lasting impacts of COVID on the industry. The CEOs we talked with all start by acknowledging that COVID has been engrossing–a complete reorientation to their day to day. While anecdotal, we wanted to share our observation of a few consistent themes emerging from our discussions with leaders that are defining a New Normal for transit.
Here’s what we heard.
‘Essential’ Redefining Success – TransPro has been leading on this topic for years, but the talk of the industry accepting that transit’s success is more than ridership is at an all time high. The recognition of being essential has allowed outcomes such as community value and customer experience to emerge as a new definition of success for the industry. We hear leaders consistently say we need systems like TransDash to communicate transit’s value.
Health and Safety – Safety has always been important to organizational success, but front line workers and their bargaining units have also embraced healthy work environments. Is your organization adapting its screening and vaccination policies? Essential success in the new normal requires constantly evolving health protocols to keep employees and customers healthy and also demonstrate to the workforce that we are doing things to insure their good health and success.
Zero Fare – Countless organizations across the country suspended fares and continue to extend those fare free programs as temporary approaches to providing service. Many are being funded by one time COVID relief funding, have seen ridership growth outpace industry peers, and create an improved experience for customers and on-board operators, plus the positive economic impact to the community. The leaders we talk to believe fare free transit is not going away and are looking for opportunities to extend offerings indefinitely.
How is your organization adapting to the industry’s new normal? How are you thinking about the changes to policies, procedures, and practice to adapt and overcome? What work is your team doing now to prepare you for long-term, sustainable success as an organization? Do the systems and plans exist within your organization to be strategically prepared for the new normal of transit?
Asking yourself tough questions and being intentional to think strategically about your organization’s new normal will allow your organization to experience success in these and other evolving paradigms.
