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 MBTA. 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.
• Improve systems for collecting, validating and processing operational and environmental data required by the MBTA.

• Introduction of on-board Wi-Fi service on all trains.
• Improved passenger information through automated on-board announcements, electronic arrival countdowns and enhanced display systems.
• Refit of stations after governments investments: improved accessibility and security.
• Communication and customer relation initiatives:
  - a quarterly newsletter, "Passenger Express", distributed in stations,
  - "RailMail", a customer-focused electronic newsletter,
  - on-line electronic surveys every three months for customers to give a "snapshot view" of their experience and overall satisfaction,
  - an efficient customer complaints and feedback management system.

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

• Improved data management systems, provide MBTA with operational statistics and environmental data.
• Veolia Transdev's international expertise assisted MBTA in preparing for a smooth opening of the Greenbush line in October 2007.

Partnership with Samaritans, a suicide prevention organization, providing employee training and posting hotline information at all stations.