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Maryland Transportation System Performance Dashboard 2018 Annual Attainment Report Highlights

Goal: Quality of Service


  • Increase the efficiency of transportation service delivery through the use of systems, processes, partnerships, technologies and improved service delivery methods.
  • Maintain and enhance customer satisfaction with transportation services across transportation business units.
  • Seek to maintain or improve travel reliability for key transportation corridors and services.
  • Continue to apply enhanced technologies to improve the transportation system and to communicate with the traveling public.

 Select a Measure:

Select a Transportation Mode:

What We Measure:

MTA Customer Satisfaction Rating.

Why We Measure It:

Safe, efficient and reliable service are key factors in attracting transit riders. Customer satisfaction reflects whether MDOT MTA is meeting its customer service standards and signals which modes 
require improvement.

Why Did Performance Change?

  • Improved the efficiency and operating cost per revenue vehicle mile of MDOT MTA’s transit system and increase capacity in high-demand areas through improved connectivity of transit in the Baltimore Metropolitan region

What Are Future Performance Strategies?

  • Provide real-time customer information to help increase customers’ access to next vehicle arrivals, service disruptions, diversions and other important transit information
  • Complete the Metrorail track work and signals replacement project to improve service reliability
  • Continue conducting field observations to identify and correct performance issues
  • MDOT MTA has re-implemented the Rate-Your-Ride app that is available via smart phone or the MDOT MTA website. This brief survey collects valuable information on the experience customers have while using MDOT MTA transit services
  • MDOT MTA coordinates several citizens advisory committees; these groups meet each month and provide MDOT MTA with valuable feedback from a customer perspective
  • BaltimoreLink launched in June 2017, and since implementation MDOT MTA has experienced improvements in efficiency and operating cost per revenue vehicle mile