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• W791105434 abstract "Mic Jagger Sings, 'You can't always get what you want', but Community Transit Customers Actually Did! When the voters of Washington State passed citizen Initiative 695 it was an expression of their loss of faith in public stewardship of their tax dollars. Their vote had far reaching impacts for every agency dependent on excise tax revenue, in our case, a loss of 30% of our total funding. Our routes cut, our service disrupted, we opted to go back to the citizens. Our plan was to inform and include those citizens, and all our stakeholders, in a dramatic experiment in public outreach. We began by demonstrating our track record of service to the voters, and then we made a promise: restore our funding through a local sales tax and we won't stop at restoring old service; we'll dramatically expand and enhance the service system. The same citizens who voted their dissatisfaction in the use of the excise tax voted their confidence in us. Now we had restored funding. The next step was to find out what services citizens needed and wanted, and we needed to hear it directly from them. Our public outreach effort spanned over three years and involved dozens of community groups, employers, citizens and internal Community Transit groups. The planners took the lead in forming groups of internal stakeholders including employees, managers and the unions. Universities, cities, small towns, employers, the county and tribal members all came together in group meetings to generate ideas face to face. We were challenged to think outside the box. For instance, we tossed around ideas for service delivery without considering the price tag. In addition, our Board of Directors changed the way they considered service changes though a new early review and early approval process. Finally, all of us, and all of our plans, came together in a huge effort to make the public's first experience with this system effortless. We educated and educated and educated. We produced brochures and signs. Most importantly, employees from every level and department at Community Transit stood at the stops and rode buses to personally assist passengers. This was the largest, most dramatic and extensive service change in over 10 years. In the end, we'd changed almost all of the 63 routes that we had started with. Routes were eliminated and restructured and their schedules were changed to a system that is dramatically different today. But, it was the smoothest transition we'd ever made. We believe the reason is that we did at the end what we'd promised in the beginning; we expanded and enhanced our system the way the citizens needed it to be." @default.
• W791105434 created "2016-06-24" @default.
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• W791105434 date "2004-01-01" @default.
• W791105434 modified "2023-09-27" @default.
• W791105434 title "MIC JAGGER SINGS, 'YOU CAN'T ALWAYS GET WHAT YOU WANT', BUT COMMUNITY TRANSIT CUSTOMERS ACTUALLY DID!" @default.
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