“Ask CTA” Program to Foster Engagement with Customers

August 30, 2022

Senior CTA managers will be available at stations throughout the system to answer questions, listen to rider feedback, update customers about ongoing improvements, provide info about CTA job opportunities

As part of its increased efforts to expand the dialogue with the communities it serves, the Chicago Transit Authority (CTA) is launching a new program to connect riders with senior CTA leaders at in-person events.

The “Ask CTA” events will bring CTA managers from various departments to rail stations and bus transfer hubs throughout the system, where customers can ask questions and provide feedback. A Human Resources representative will also be available to provide information on many jobs available at the CTA. The effort—which launches today—is the latest in a series of initiatives as part of the “Meeting the Moment: Transforming CTA’s Post-Pandemic Future” Action Plan, announced earlier this month. Among the Plan’s five guiding pillars is improving the customer experience—and communicating with customers is key to that effort.

“The success of our Action Plan not only depends on all the things are we doing to improve customer experience, but also on being available to the communities we serve,” said CTA President Dorval R. Carter, Jr. “The ‘Ask CTA’ events will provide our customers a chance to speak directly with the managers responsible for diverse functions at our agency. But more importantly, it will allow us to hear directly from our customers—and use their feedback to help us further improve how we provide transit service.”

Senior leadership will also provide updates on “Meeting the Moment,” a comprehensive plan to improve CTA service, customer communications and the overall customer experience. Managers from multiple CTA departments will participate, including Planning, Operations, Infrastructure, Finance, Safety/Security, Human Resources, Technology and others. “These senior managers are on the front lines of providing our day-to-day service, and are out on the system every day,” Carter said. “But these one-on-one conversations with customers will assist our managers’ efforts and help them better understand the daily experience of our riders.”

The first “Ask CTA” events will occur this week at California Blue Line (Aug. 30), 95th/Dan Ryan Red Line (Aug. 31) and Central Green Line (Sept. 1). The events will run through October, and occur at three rail stations each week. The locations and times will be announced each week on CTA’s social media channels.

For more information on “Meeting the Moment,” visit transitchicago.com/meetingthemoment.

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