Dear Mr.Tangherlini,

The RAC as representative of Riders is looking for the creation of an environment of common goals.

The primary goal being a culture of “customer service”.

Somewhere along the line, Metro has “lost the vision”, or the understanding that they are a provider of services. Some of us have choices. Unfortunately, the alternative choices are not beneficial to society or the region. Likewise, some of us don’t have choices and are at your mercy. We rely on WMATA to get us to work, leisure, grocery stores, and the doctor.

The greatest problem that we see is that there is a problem with communication. The riding public wants to know what’s happening. We want to know whet the short term, mid term, and long term projects that Metro has planned. We want it in plain language that our riders can understand.

The arguments we here about this openness of plans, is that WMATA is reluctant to publicize plans because we may have to be held to these plans, and unfortunately budgeting, unforeseen problems, and other obstacles get in the way. Our response as riders is we still want to know that you hear our issues and they are in the works. Then we expect some level of effort by Metro to see them through.

When is comes to communications, we also want to know what’s happening in the system. Let us know before we come in, when were waiting at a bus stop, when we’re stuck on a train, when an emergency is underway. Being kept in the dark is very scary, and it creates discomfort and a feeling of being out of control.

When is comes to customer services, “think like a rider”. Look at that sign as a rider would look at it. Look at the placement of fare information from as a rider would look at it. Look at the map, brochure, marketing material, banner as a rider would look at it. Look at he job I did plowing the parking lot as a rider would look at it. Look at the bus before putting it into service as a rider would look at it. … each and every Metro employee, needs to look at the service they provide as a rider would look at it!

Fix these corporate culture things and then we (1,000,000 riders) can help you to create a system that is a model for the nation.