The Connecticut Department of Transportation (CTDOT) today released its Customer Experience (CX) Action Plan Annual Progress Report highlighting the efforts being made to improve transit in the state. The CX Action Plan is a vision for the future of public transportation in Connecticut based on customer priorities and feedback. CTDOT held dozens of pop-up events, conducted focus groups, collected thousands of survey responses and interviewed dozens of stakeholders to develop the CX Action Plan.
The Annual Progress Report provides customers with updates on the original 26 actions included in the CX Action Plan and identifies three new actions that aim to enhance the transit customer experience. Actions are categorized into three priority focus areas: Improved Service, Easier to Use, and Enhanced Accessibility and Comfort.
Significant progress has been made in many actions over the last 12 months, including:
- Expanding bus services in Connecticut
- Launching a microtransit pilot program
- Enhancing various rail stations
- Investing in new battery electric buses with enhanced rider amenities
The CX Action Plan Annual Progress Report can be viewed at transitcx.com/progress-report.
“The CX Action Plan and Annual Progress Report demonstrates CTDOT’s commitment to providing the best possible experience for public transit customers across the state. Transit customers deserve to have their expectations exceeded at every step of their transit journey,” said Connecticut Department of Transportation Bureau Chief of Public Transportation Benjamin Limmer. “Whether it’s expanded service options, improvements to the trip planning and fare payment experience, brand new electric buses, or enhancements at bus stops and rail stations, the CX Action Plan is keeping the customer at the center of all of the projects and programs we are delivering at CTDOT.”
CTDOT first unveiled its Customer Experience (CX) Action Plan in June 2023, which outlined programs, policies, and investments to improve bus and rail services for all of Connecticut. In the CX Action Plan, CTDOT committed to providing annual updates on progress.
The CTDOT Customer Experience unit will be holding pop-up events at transit hubs and community events in the coming months to share the highlights from the Annual Progress Report, and to continue connecting with transit customers.
For more information and to the read the CX Action Plan Annual Progress Report and the original CX Action Plan, please visit transitcx.com.