In 2016, an upstate New York public transit system was guided by TransPro through the agency’s first major route adjustment in 20 years. To help raise awareness and community support for the program, TransPro developed an integrated communications strategy to engage customers and stakeholders.
Strategy & Results
Because customers had not experienced route changes in decades, we were certain to blanket the community through various communication modes. In addition to straightforward bus schedule change information, we also used public platforms to relay messages centering around the value that the service changes represented to the community – specifically, $400,000 annually in savings and improved customer satisfaction of 36%. Special messaging for nearby University students was developed as part of this project with the intention of informing the students about the service changes and increasing student ridership.
Key program elements of this program included: