Boston

Boston's commuter train system, the largest contracted system in the United States, is operated by the Massachusetts Bay Commuter Railroad Company (MBCR) on behalf of the Massachusetts Bay Transportation Authority (MBTA). Veolia Transport is the majority partner of MBCR, and is responsible for passenger operations. MBCR is committed to offering optimum quality service, improving customer relations and providing superior staff training. They are also focused on strengthening management practices and operational processes for improved efficiency.

• Maintain tracks, signals and other infrastructure to ensure safe and reliable service for passengers.
• Provide a full spectrum of staff training to ensure safety and top-quality customer care.
• Implement innovative new customer care services.
• Identify, train and develop leaders internally, in preparation for future expansion.
• Improve systems for collecting, validating and processing operational and environmental data required by the MBTA.

• Introduction of WiFi service on trains.
• Revamping of customer feedback process to streamline responses, thoroughly analyze concerns and turn the feedback into actionable plans.
• Pleasant stations with improved accessibility and security, and improved passenger information through enhanced display systems.
• A quarterly newsletter, the "Passenger Express," distributed in stations.
• Innovations to better manage ticket sales and customer concerns.

• 200 managers have received training in leadership, operating performance, customer satisfaction, employee development, communication and safety.
• All 1,800 employees have received statutory and additional training in human resource and customer service policies.
• 350 conductors receive annual refresher training in customer care improvement.

• Improve data management systems, and provide MBTA with operational statistics and environmental data.
• Used Veolia Transport's international expertise to assist MBTA in preparing for a smooth opening of the Greenbush line in October 2007.