CTA Issues Scorecard to Track Progress of Measures Deployed Under its ‘Meeting the Moment’ Action Plan

October 17, 2022

Monthly scorecards will track progress on deployment of recently announced initiatives, as well as overall performance on service reliability and security measures

The Chicago Transit Authority (CTA) introduced a new monthly scorecard to help track the progress the agency is making on initiatives introduced in support of the five guiding pillars of the “Meeting the Moment” Action Plan.

Unveiled in August, the “Meeting the Moment: Transforming CTA’s Post-Pandemic Future” Action Plan is a multifaceted investment plan that focuses on responding to customers’ concerns and strengthening the foundations of the rider experience – reliable service, safe rides, clean facilities, modern amenities, dynamic customer engagement tools, and a strong CTA workforce.

“Meeting the Moment sets the bar high, in terms of improving service and the experience of our customers,” said CTA President Dorval R. Carter, Jr. “Through these new monthly scorecards, we will continue to hold ourselves accountable, and provide transparency to our customers as to where we’re making progress, and where there is more work to do.”

Each monthly scorecard will feature a recap of the latest milestones and achievements related to the Action Plan. The scorecard will also provide measurement of progress on key metrics, including:

  • Percentage of rail and bus services delivered
  • Percentage of big gaps in rail and bus
  • Progress in bus operator hiring
  • Installation of ADA tactile bus stop signs
  • Completion of Refresh and Renew stations
  • Year-to-date Rules of Conduct violation issued by the Chicago Police Department’s Public Transit Unit

The scorecard also features a bus and rail ridership graph to show consistent increases in ridership since the start of the pandemic. CTA recently achieved new ridership milestones as more people return to CTA to get to school, work, and other activities.

The scorecard will evolve over time to reflect new initiatives introduced in the coming months. This is the latest effort by CTA to further improve communication and demonstrate the progress it is making to improve the customer experience and address the most pressing challenges brought on by the pandemic.

For more information on the “Meeting the Moment” Action Plan, or to view the monthly scorecards, visit, www.transitchicago.com/meetingthemoment/.

More information

October 2022 Scorecard (.pdf)


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