Miami

Tri-Rail is the South Florida Regional Transportation Authority's commuter rail system, linking the airports of Miami, Fort Lauderdale and West Palm Beach. The service is designed to be integrated with local bus routes at every station, to ensure excellent connections and seamless passenger service. However, Tri- Rail's image has suffered due to scheduling and reliability issues. For SFRTA, a challenge was to find a contractor capable of delivering a top quality service that will encourage greater ridership.

• Provide consistent, high quality service with improved on-time performance.
• Establish a new benchmark for safety.
• Implement a culture of customer service and continuous improvement across all levels of the organization.
• Significantly increase ridership.

• Redesigned schedules to provide better connections to existing bus services.
• Plan and create a "bus bridging" service to get passengers to their destinations during planned and unplanned train service interruptions.
• Use Veolia Transdev's extensive resources and experience to provide best practice training to all staff.
• Increase visibility of management to staff and riders.

• Provide comprehensive safety training for all staff, including requalification and recertification.
• Train staff in their everyday work teams for more effective outcomes.

• Provide thorough and ongoing customer care training for all staff.
• Veolia Transdev's extensive and international experience provided SFRTA with customer care best practices. Each month, a meeting with SFRTA focuses on improving passenger experience.