New Strategic Initiative unveiled for 2024-2025

A new Strategic Initiative joins RTD’s three returning initiatives for the agency's 2024-25 performance cycle. The new initiative, titled Customer and Community Connections, seeks to include customer feedback and community outreach efforts as key performance indicators in the agency’s annual performance cycle alongside current initiatives Back to Basics, People Power, and Welcoming Transit Environment, supporting the agency’s Strategic Priorities of Community Value, Customer Excellence, Employee Ownership and Financial Success.

Agency leaders met in August to review the agency’s performance over the last cycle, assess progress toward success outcomes and identify opportunities for improvement. The group's efforts identified the need to improve customer feedback and create more connections within the communities RTD serves.

While the need to focus efforts on Customer and Community Connections is essential in striving to meet strategic goals, progress on the other Strategic Initiatives continues at pace.

“The addition of this new Strategic Initiative does not mean that progress was not made in these areas, far from it,” Executive Business Partner John McKay said in an email to all employees on Monday. “Rather, the good work that began in 2023-24 will continue during the 2024-25 performance cycle.”

“Agency leaders will continue to meet periodically to assess progress toward these initiatives, adjust as needed, and determine optimal next steps,” McKay said.

For the Communications and Engagement Department, this is an initiative they are confident will improve customer satisfaction and boost community involvement.

“RTD’s newest Strategic Initiative emphasizes the importance of enhancing the customer experience and bolstering connections in the community,” Chief Communications and Engagement Officer Stuart Summers said. “The agency is doubling down on its efforts to improve community relations, engage with customers in more meaningful ways, and identify ways to better serve those who use our services.”

“We make lives better through the connections we provide, and these important connections are at the center of everything we do,” Summers said.

To learn more about this new Strategic Initiative and how the agency seeks to improve performance year over year, click here to download the latest Annual Scorecard.