Return to Year In Review Cover  

Wherever You Go
Year In Review FY 2013


  Table of Contents

Return to DART Publications
Return to www.DART.org

Subscribe to DART's Inmotion Newsletter Alert
View a PDF of this publication in a new window


At several events throughout the year, DART employees greet customers to thank them for riding, answer questions and gather feedback on service.
At several events throughout the year, DART employees greet customers to thank them for riding, answer questions and gather feedback on service.

Focusing on Customers, Attracting Riders



DART is in a major transition. Rail construction and system expansion have been the agency's driving forces since its inception in 1983. The focus now shifts to sustaining ridership growth, improving service quality and creating resources that make taking transit easier.

Attracting new riders with special event service

Special events are a growing part of DART's operation. Light rail expansion has made many locations transit-accessible that once were remote, increasing attendance at North Texas' numerous festivals, conventions, sporting events and more.

The State Fair of Texas® and the Dallas St. Patrick's Day Parade on Greenville Avenue now rely heavily on DART and the Trinity Railway Express to transport attendees. In 2013, the region hosted MegaFest and the Red Bull Flugtag for the first time. Organizers chose their locations in part because of the robust public transportation available and involved the agency in their planning.

DART deploys additional trains and buses - as well as teams of DART people - to accommodate the increased number of riders and assist customers during special events like State Fair of Texas.
DART deploys additional trains and buses - as well as teams of DART people - to accommodate the increased number of riders and assist customers during special events like State Fair of Texas.

Catering to out-of-town visitors and occasion-based local riders, special event service presents a tremendous opportunity to increase ridership. Many customers are taking DART for the first time, and a positive experience often persuades them to continue riding and even begin commuting by transit.

Throughout the country, event organizers see the strength of Dallas-Fort Worth's transportation infrastructure. The region increasingly draws everything from national championships to national conventions. When the Orange Line connection to DFW Airport Station opens later in 2014, people can travel from the airport to hotels, events, restaurants and shopping without renting a car or finding a taxi.

Not surprisingly, special events generate much higher ridership than normal - often by thousands or tens of thousands. Such volume requires additional rail service, supplemental buses and many more staffers to assist customers.

Delivering 5 Star Service

In 2013, DART embarked upon a multi-year initiative, 5 Star Service, to improve the total experience of riders, partners, stakeholders, community members and colleagues.

Training began with the members of the operating departments who interact with customers most directly: bus and rail operators, transit center staff, customer service representatives, ticket vending machine staff, DART Police and Fare Enforcement Officers. The program has focused on improving daily job performance and identifying every opportunity to deliver exceptional service.

During the first year, a team of 5 Star advocates began championing the program. Five continuous improvement teams tackled major customer service challenges, from elevator/escalator reliability to ticket vending machine refunds.

DART employees from a cross-section of departments greeted riders at more than 20 events to receive feedback on service. A customized 5 Star van traveled to various events and neighborhoods to advertise and promote DART service.



  The 5 Star Service program expands to the rest of the agency in 2014, with the long-term goals to:
  • Educate all employees about 5 Star principles and behaviors.
  • Integrate 5 Star principles into daily work habits.
  • Revise existing training programs to incorporate 5 Star elements.
  • Include 5 Star competencies in annual performance evaluations.
  • Create additional continuous improvement teams.
  • Develop evaluation tools to determine performance levels of departments.
  • Recognize individuals, teams and departments for outstanding service.
 
5 Star Service

5 Star Service Vision

Each member of DART's team strives every day to create an extraordinary customer experience when interacting with colleagues, riders, partners and the community.



Table of Contents
Year In Review cover

DART Takes You There: A letter from the DART Board
   Chairman and President/Executive Director

Financial and Investor Information

Facts About DART

Defining Federal Legislative Priorities

Generating Economic Development.

Tracking Ridership and Sales & Use Tax Receipts

Focusing on Customers; Attracting Riders

Improving Communications with Technology

Introducing New Buses and Services

Progressing on the Rail Expansion

Advancing Regional Mobility Through Partnerships

Planning for the Future

DART Board Members

DART Current and Future Services to 2016
Return to Year In Review cover
Wherever you go - across town or around the world - DART makes it possible to use public transportation to get there.
Back to top