Peer Benchmarking: Measuring Success Across an Industry
As we continue on our path to change the narrative from VOLUME to VALUE, it is important to explore the concept of industry benchmarking and its importance to success. Benchmarking practices allow organizations to estimate their performance in specific areas compared to the performance of other peer organizations. Industry leaders are often focused on the […]
Will Your Agency Flourish in 2022?
For 70+ years now public transportation has both allowed and embraced success to be defined on the basis of a single metric – ridership. “Butts in seats” is what people would say at industry gathering after industry gathering. This was then, and continues to be, limited thinking. Ridership goes up and down for a whole […]
Picking Projects that Improve Performance
President Kennedy once famously said “for of those to whom much is given, much is required.” Public transportation systems across the nation are precisely in that position. While ridership levels are at record lows, revenues to public transit agencies are at record highs. With much being given, much should be expected in return. And, as […]
The NBA and Transit; more in common than one might think…
As part of TransPro’s APTA experience, the TransPro team had an opportunity to meet with key members of the National Basketball Association (NBA) Orlando Magic customer service team to learn more about how the NBA is recovering from the COVID-19 pandemic and what they are doing to drive fans back into the stands. As a […]
Trick or Treat — Why Ridership as the Singular Metric of Success Has Always Been a Trick.
On this Halloween – a childhood day of “trick or treats” – we thought it fitting to explore why the transit industry allowing, and in some cases embracing, ridership as the singular metric of success was always a trick. Transit conferences across the country would hold celebrations and push out news releases “celebrating” every .2% […]
How Industry Selected KPIs Can Drive Transformation
CEOs and head executives are often in the midst of the silent tension created by peer rankings. Benchmarking practices allow organizations to estimate where they fall on the ranked list of an industry’s best to worst. Industry leaders – or in some cases, influential stakeholders – often identify a few key performance indicators that serve […]
Who Gets to Decide?
Who gets to decide what’s important to the customer? As a transit agency when was the last time you asked your customers what is important to them? TransPro recently engaged in multiple conversations with service industry leaders to learn about their approach to customer service and how it has changed from pre COVID-19 pandemic to […]
Public Transportation’s Biggest Challenge isn’t a Labor Shortage
Since the 1950s the transit industry has both invited, and allowed, ridership to be the sole definition of success – the industry mightily celebrates when volume goes up two tenths of a percent. Also since the 1950s, ridership has been on the decline. Yet while ridership was at its lowest (during Covid with ridership down […]
How Employee Success is Directly Linked to Organizational Success
As part of a Strategic Planning process, many organizations have identified employee success or engagement as one of the most important areas of strategic focus. As an industry, we have recognized that employees are key to an organization’s success; but have we truly considered the internal professional development and success planning mechanisms that are required […]
How Workforce Development Can Lead to Employee Engagement
A challenge many agencies face is how to attract and retain a strong workforce committed to the agency’s success. How do you know what drives your employees’ success? What are the most important factors for your employees to be engaged in their work and support your agency’s success? We don’t know the answers to these […]