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COMMENTARY

A Lesson in Engaged Citizenship: How One Agency Links Community Involvement With Its Long-Term Success

We’re lucky to have a forward-thinking board of directors led by a chairman who sees the value and importance of being relevant in the communities we serve. CDTA Board Chair David Stackrow believes that to be successful, you have to have a seat at the economic development table.

Economic development is not one person, not one agency. More than 20 years ago, economic development professionals contacted CDTA after development was in the planning stage. We wanted and needed to shift that and be part of the conversation before decisions were made. So, we’re involved at that early level now much more so than we were in the past.

There are many examples of this kind of pre-planning or community engagement, but two of the more notable projects at CDTA are with the largest medical campus in Albany and a new multi-use development in nearby Schenectady that includes a casino, two hotels, commercial space and an apartment complex.

The medical facility expanded its campus to include housing, restaurants and shops. It serves students attending the medical college, employees and people who want to be part of the renaissance of urban living.

We were involved in the planning of that residential component five years before a shovel hit the ground. That partnership led to a universal access agreement with the medical center where its more than 10,000 employees now have unlimited access to our route network by simply using their employee identification cards. Every ID card is live on our buses, meaning cardholders ride for free under a prearranged agreement.

And this agreement is just one of about 20 we have with colleges and businesses across the Capital Region. Universal access agreements account for about 30 percent of our total ridership, which hit a new record last year, 17.1 million. Our ridership is 25 percent higher today than it was five years ago.

Another example of how being relevant in your community matters is our project in Schenectady—a mixed-use development complex featuring a casino, hotels, housing, office and commercial space, restaurants and shops that opened on the edge of downtown.

The developer and the operator of the casino have been engaged with us since day one. We will have two bus routes serving the casino and we are establishing new shuttle service between the complex and downtown Schenectady. Once again, employee ID cards at the complex will be turned on as part of the partnership.

Customers Come First
Over the past several years, Chair Stackrow and our board have also set a clear direction and expectation about the customer and the customer experience. You have to deliver a product that is attractive to customers. So, how does that tie into economic development?

It’s pretty simple. It’s hard to sell people on a business relationship—one where they’re going to write checks to you—if you tell them the bus is only going to arrive every hour, we’re going to provide a bus that’s 15 years old and it shows up not as clean as it needs to be.

Over the last several years, we have concentrated our efforts on making our fleet clean and comfortable, and most importantly, making our service frequent and reliable.

Because we have taken steps to enhance our community image, CDTA is becoming more than just a bus company. Last year we began oversight responsibility for taxi services in the Capital Region and this summer we will launch a regional bike share program that allows people to get out and enjoy our area in a fun and healthy way.

We’re also busy in other ways: We’re building transit centers in Troy, Schenectady and Albany; working toward a goal of 40 miles of BRT service by introducing two new lines; adding more articulated buses; developing new downtown shuttle services; and negotiating more universal access partnerships. All of these initiatives are part of CDTA’s vision for a bigger and better system.

Eventually, these services will be tied together with our smartcard prepayment system Navigator. The launch of our smartcard was more than just flipping the switch; it was about opening up a wider menu of travel options for the region. This project has also been a priority for our board, which has worked for the past decade to make CDTA innovative and inclusive, to serve as an industry leader.

In order to be more than just talk, you have to be accountable and measure your success. And we do.

We look at ­critical factors every day—ridership, on-time performance, safety and maintenance of our fleet. At the end of the day, you have to perform, be cognizant of your fiduciary responsibility, serve your customers and community and be invested.

All of these advancements will not only change the way people ride in the Capital Region, it will change the way people think about public transit.

"Commentary" features points of view from various sources to enhance readers' broad awareness of themes that affect public transportation.

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