President’s Report (Customer Communications Report) December 4, 2008 SECTION TITLE: Connecting with our Customers Making CTA Easier to Use - Providing customers with the information they need when they need it (Clear, Timely, and Useful) Be There When They Need Us - At Work, Home, or On The Way - At train station or bus stop - On train or bus At Work, Home, or On The Way - Planned Service Alerts - Enhanced Website Planned Service Alerts - Week and weekend service change information available by e-mail Current CTA Website - 130,000 visitors a week - 25% visit again in a week - Trip planning and schedules searched most - Career site also popular Current Website Problems: - Cluttered - Not intuitive - Difficult to navigate - Inconsistent page design Taking Inspiration (Images of Apple's, Microsoft's, Obama Campaign's, and Transport for London's Web sites) New CTA Website (image shown of new site design) Website Key Features (Areas of design were highlighted, including Banner Area, Rotating News, Key Info Links, Footer Quick Links, Contact Information, Accessible Quick Nav., Search, Quick Links to common tasks, Helpful Tools and Related Content Clips, Multilingual function) Renovated and Improved Content (Maps page displayed) Easy To Understand System Guide (System guide page displayed) Timely Service Information (Service alert displayed and highlighted) Rapid Response (Front page "emergency mode" banner displayed) At The Train Station Or Bus Stop - Digital network - New mobile signage - New customer alerts Real-time Digital Display - Provides next train arrival information - Immediately reprogrammed during emergencies Mobile Signage - Using mobile signage - Clear information for customers before they enter our stations Customer Alerts - Week and weekend service change information at all stations - Format matches email alerts While On the Bus and Train - New rail cars with advanced communications technologies - New standard operating procedure for announcements - Operator announcement palm cards New 5000 Series Rail Car (Rendering of new cars displayed, underscoring the following:) - Announcements: Capacity to make announcements from Control Center - Video Monitoring: Allows train operator and Control Center to view into train cars - Real Time Maps: Dynamic maps informing customers of train location and upcoming stops - Flat Panels: Digital displays providing customer information and dynamic advertising Emergencies Where and when they need it - At Work, Home, or On The Way - At train station or bus stop - On train or bus During Emergencies - Use all regular communications resources (website, digital screens, signage) - Emergency service alerts - Emergency information hotline - Field team and control center staff to be deployed Unified Message - Website - Emergency Signage - Digital Signage Emergency Alerts: Early 2009 (cell phone and PDA shown with alert on screen) Preparing For Emergencies (images of Brochure and Video on Web shown)