San Diego, California —
Fixed Route Bus Operations
Partners in Delivering Seamless Customer Service
58 Routes | 9 Million Revenue Miles Per Year | 311 Total Buses | 750 employees
Our partnership with San Diego’s Metropolitan Transit System has presented exciting opportunities to innovate in customer service. MTS and Transdev each operate 50 percent of the 58-route system providing 88 million passenger trips per year. This contract is a great example of building a partnership between the public and private sector and working as a team to deliver consistently excellent service across the system.
Transdev and MTS share a new, state-of-the-art dispatch center where our teams work side-by-side to guarantee excellent service delivery and mitigate potential customer issues. Our shared commitment to the customer is exhibited through a team of service ambassadors from both organizations, who are armed with technology. The ambassadors are empowered with real-time data on tablets, which enables them to solve issues more quickly, and to provide the most current information to customer questions about routes, scheduling, next bus or other inquiries. Transdev and MTS provide bilingual service ambassadors at the Virginia Avenue Transit Center—on the U.S./Mexico border—to facilitate passengers getting into and out of this busy metropolitan area. The result has been strong KPI performance in customer satisfaction metrics.
The close collaboration between Transdev and MTS has proven very useful during times of transition to new routes and the introduction of new services and fleets. The teams focus on finding efficiencies and cost savings as well, and seek to find the “root cause” when there are issues on a particular route.
Starting in 2018, Transdev will share operations on a 21-mile rapid transit corridor linking South Bay and downtown San Diego. We value our relationship with MTS and strive to deliver the best possible service to enhance our partnership even further going forward.