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Client Results · Government

Public Transportation: Safety, Service and Support

A large municipal transit authority was seeing more conflict and escalation between public-facing staff and customers, and growing safety concerns among employees and their unions. Moran was selected through a competitive RFP to help operators, fare inspectors, parking officers, station agents, customer service representatives and their supervisors stay safe and deliver great service.

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4,000+employees trained
87%more confident in difficult situations
99%rated training above average

Safer, supported employees deliver better service to riders.

The Challenge

What the agency was facing

The initiative responded to increasing safety concerns among staff and their unions.

✓Growing concern for employee safety and security in dealing with the public
✓Little training, support or communication between interdependent divisions
✓Low morale, disengagement with customers, stressed employees and high turnover
✓A high-pressure environment with increasingly difficult public interactions
The Approach

What Moran did

01

Listened across the agency

Ride-alongs, in-the-field surveys, focus groups, electronic surveys, interviews and union meetings gathered input from every division.

02

Co-designed the training

Staff working groups and subject matter experts shaped a customized full-day program.

03

Built role-specific toolkits

FAQs, scenarios, case studies and service standards customized to each role and division.

04

Taught de-escalation and resiliency

Resiliency, conflict resolution, de-escalation and recovery techniques to keep everyone safe.

Results

What changed

+14%employees handling job-related stress well
76%of staff felt better supported by their supervisor after completing the training
72%felt more safe in their role after completing the training
99%of participants rated the training above average to exceeding expectations
87%felt more confident handling difficult situations
4% → 7%praise and commendations as a share of customer contacts
Highestcustomer satisfaction rating in more than 20 years

“In my many years of service with this agency and others, this has been one of the best and most comprehensive programs I’ve participated in in a very long time. The training understands the struggles, the culture and the passion of our organization.”

Training participant · Municipal transit authority
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Help your frontline teams stay safe and serve well

Talk with Moran about safety, service and resiliency for your public-facing employees.

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