Central Indiana: Rediscovering the “Why”
In the Fall of 2019, the Central Indiana Regional Transportation Authority (CIRTA) was foundering. Following a strong decade of transforming the perception of transit and playing a central role in creating new local funding for transit, the agency was on the brink. Turnover at the Board and Executive Director level, a major source of funding […]
Engaging Teams At All Levels of the Workforce
We believe employee engagement is an essential element of organizational success. That’s why embedded into our strategic planning process are tools to both encourage employee ownership as well as to measure employee engagement. It’s truly exciting when culture change takes shape and the transformation leads to a shift in employee attitudes. That’s exactly what we […]
Performance Measurement System Is Public Sector’s Best Tool For Team Alignment and Public Reporting
How is it feasible for a public sector organization to demonstrate both a high-quality customer experience AND value to taxpayers? TransPro helped a mid-size transit agency in Florida do just that with the introduction of a robust organization-wide performance measurement system. Organizational Scorecard TransPro’s performance management system allows goals to cascade up and down the […]
Driving Excellence: Turning Customer Service into Customer Satisfaction
Sometimes you can’t just tweak an existing element of your business if you want to improve; you need to swallow hard and reimagine it from scratch. A great example of an internal process change was when I was the CEO of the Rochester transit agency. Conditions on our buses were a real sticking point for […]
Paratransit Audit
PROJECT DESCRIPTION A mid-sized transportation organization in southern Florida contracted with TransPro to determine if it was meeting its obligations to provide ADA paratransit service as a complement to its fixed route bus service in accordance with the service criteria and eligibility requirements contained in Subpart F of 49 CFR Part 37, and other related […]
Fixed Route and Paratransit Customer Satisfaction Surveys
PROJECT DESCRIPTION In 2018 TransPro was engaged by a mid-sized transportation organization in southern Florida to conduct Customer Satisfaction Surveys for Fixed Route and Paratransit services. TransPro developed and deployed customer satisfaction survey instruments to gauge customer satisfaction. Survey questions enabled customers to determine which aspects of the service are most important to them and […]
Case Study: City of Detroit
The City of Detroit contracted TransPro to introduce much-needed improvements to the Detroit Department of Transportation (DDOT) Within just six weeks, DDOT went from delivering only 65% of scheduled service to over 99% every single day While substantially reducing costs, TransPro and city leadership were able to improve Customer Satisfaction levels by 44% Over just […]
Identifying Successful Outcomes For City Residents
PROJECT DESCRIPTION A nationally recognized municipal leader in performance management and early public sector adopter of the balanced scorecard, engaged TransPro to lead an effort designed to understand how residents define success for themselves and their neighborhoods, measure how well the City is delivering services and meeting residents’ needs, and align the Mayor, City Council, […]
Emerging Leader Coaching and Executive Leadership Coaching
PROJECT DESCRIPTION In January 2018, TransPro commenced a 6-month Emerging Leaders program with a focus on helping the department heads of an Upstate New York municipality to enhance their leadership acumen. TransPro team members Mark Aesch and Shelly Dinan tailored program curriculum to educate participants on how to effectively use the newly Board of Supervisors […]
Strategic Communications and Public Outreach
PROJECT DESCRIPTION In 2017, TransPro was engaged by an Upstate New York municipality to develop and implement a strategic communications program to help diffuse and turn around a ground swell of negative publicity relating to the county’s 40-year-old landfill operations. Erroneous information about landfill operations was being widely disseminated and caused citizens to gather at […]