DOT's 2025 Customer Experience Action Plan Progress Overview released for public scrutiny in 2022
The Connecticut Department of Transportation (CTDOT) has recently released its second annual Customer Experience (CX) Action Plan Progress Report, detailing the strides made in improving bus and rail services statewide. The report, available on the CTDOT's official website, reflects the department's ongoing commitment to transparency and enhancing the transit customer experience.
The CX Action Plan, first unveiled in June 2023, focuses on progressing and prioritizing efforts to improve service, make transit easier to use, and enhance accessibility and comfort. The plan was drafted after statewide public outreach throughout 2022.
Notable improvements have been made on the action item of introducing new microtransit options to fill gaps in fixed-route local bus service and rail service. These new options can get customers from New Haven to Grand Central in under 90 minutes, offering a more convenient and efficient travel experience.
In addition to service upgrades, the CTDOT has also made significant infrastructure investments. Rail station ADA accessibility improvements have been made for eight stations statewide, including ongoing construction of the relocated Naugatuck Rail Station.
The CTDOT has also adopted technology to enhance the customer experience. A pilot program for contactless fare technology, dubbed "Tap & Ride," has been implemented on select transit buses, with over 6,000 trips logged since its inception.
CTDOT Public Transportation Bureau Chief, Benjamin Limmer, emphasized the focus on making transit easier, more accessible, and comfortable, with customer experience central to CTDOT’s transit efforts. The CTDOT team maintains outreach via pop-up events at transit hubs and community gatherings to share progress and gather customer input.
The 2025 CX Action Plan outlines programs, policies, and investments aimed at improving bus and rail services for all of Connecticut. The action items are categorized into three priority focus areas: improved service, easier to use, and enhanced accessibility and comfort.
For more information, please visit the CTDOT's official website (source 1, source 3).
- The Connecticut Department of Transportation (CTDOT) has prioritized technology in its efforts to enhance the customer experience, implementing a pilot program for contactless fare technology, called "Tap & Ride," on select transit buses.
- Notable improvements in the CX Action Plan include the introduction of new microtransit options, such as services that can get customers from New Haven to Grand Central in under 90 minutes, making transportation more convenient and efficient.
- In addition to service upgrades and microtransit initiatives, the CTDOT has made significant investments in infrastructure, including ADA accessibility improvements for eight rail stations statewide and the ongoing construction of the relocated Naugatuck Rail Station.
- The 2025 CX Action Plan outlines programs, policies, and investments focused on improving bus and rail services across Connecticut, with a strong emphasis on making transit easier, more accessible, and comfortable, while prioritizing management in the transportation industry and considering finance as a crucial aspect of service provision.
