CTDOT releases progress report on CX Action Plan

The Connecticut Department of Transportation (CTDOT) has released its annual Customer Experience (CX) Action Plan progress report, highlighting efforts to improve public transportation in the state. The CX Action Plan is a vision for the future of public transportation in Connecticut based on customer priorities and feedback. CTDOT hosted impromptu events, conducted focus groups, collected thousands of survey responses, and interviewed dozens of stakeholders to develop the CX Action Plan.

The annual progress report informs customers about the original 26 actions of the CX Action Plan and identifies three new actions aimed at improving the customer experience on public transport. The actions are divided into three focus areas:

1. Improved service
2. Easier to use
3. Improved accessibility and comfort

The agency has focused on other measures over the past 12 months, including:

• Expanding bus service in Connecticut
• Start of a microtransit pilot program
• Upgrading of various railway stations
• Investment in new battery-powered electric buses with improved passenger comfort

“The CX Action Plan and Annual Progress Report demonstrate CTDOT’s commitment to providing the best possible experience for transit customers across the state. Transit customers deserve to have their expectations exceeded every step of their journey,” said Benjamin Limmer, director of CTDOT’s Office of Public Transit. “Whether it’s expanded service options, improvements to trip planning and fare payment, brand new electric buses, or improvements to bus stops and stations, the CX Action Plan puts the customer at the center of every project and program we implement at CTDOT.”

CTDOT first unveiled its CX Action Plan in June 2023, which outlined programs, policies, and investments to improve bus and rail service across Connecticut. In the CX Action Plan, CTDOT committed to providing annual updates on progress.

The annual CX Action Plan progress report can be viewed here.