MBTA General Manager Rich Davey announced several new customer service initiatives at yesterday’s MBTA board meeting, including a monthly scorecard on performance and an investigation into this winter's poor service.
The first one-page scorecard — which measures safety, ridership growth, system and vehicle maintenance, on-time performance and schedule adherence, elevator and escalator accessibility and budget — was released yesterday with January’s data.
“We will publish this each month online,” said Davey, who also launched an internal investigation of the T’s winter performance. “I expect to have a report on my desk by May 15 with recommendations on improvements for next winter.”
Davey also said he will host monthly focus groups with riders over lunch and has already made website improvements after it crashed in the height of several recent snowstorms.
“Web pages are already loading more than 16 percent faster,” he said.