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Using Analytics for Performance Improvement to Improve Rider Satisfaction

Quick facts

Organization: Capital District Transportation Authority
Industry: Public transit
Location: Albany, NY
Employees: 650
Customer since: 2017
Solution: Diver Platform with Zight consulting services

Key takeaways

  • CDTA is currently tracking and working to improve performance on 23 KPIs in critical areas such as ridership, revenue, cost, and on-time performance.
  • Using Diver Platform, Zight is helping CDTA gather data on its routes and performance in order to improve the performance, the rider experience and the number of riders.
  • Allow salespeople to see how they are performing against goals and view the success of specific accounts.
  • CDTA’s analytics application will also enable it to better train operators by using driver data from the vehicle management system.

The Capital District Transportation Authority (CDTA) is the public transit system that services Albany, N.Y., and the surrounding communities of Rensselaer, Saratoga, and Schenectady. The organization has a total ridership of 16.4 million passengers each year. Half of the region’s population of approximately 769,000 people lives within ¼ mile of CDTA’s bus service.

CDTA’s mission is that the organization plans, finances, implements, and delivers transit services that take people where they want to go in the Capital Region safely, efficiently, and at a reasonable cost. In 2017, CDTA was named the Best Mid-Size Public Transportation System in North America by the American Public Transportation Association (APTA).