1. Governance – Require the WMATA Board to be elected by the public; at least two third of the directors rely on the system daily; and, directors specifically be elected and paid full time salaries to represent otherwise disenfranchised riders – e.g., riders with disabilities or are elderly, people of color, low wage workers or have low incomes.
2. Lead by Example – Require all board directors, GM and managers to rely on the system routinely. Seek constant feedback via monthly dialogues in accessible locations thru-out the region, virtually and other venues.
3. Set and meet quarterly SMART goals – Steadily improve the system’s accessibility, safety, punctuality, trustworthiness and customer service via quarterly benchmarking and awarding challenge prizes to riders and Metro workers whose commitment and hard work help achieves such aims.
4. Create a Chief Innovation Officer –Empower the CInO to drive innovation and improvement via transparency, rider engagement and community partnership. Require the CInO to be an official elected by the public who reports directly to the ridership and Board.
5. Make the subway a great means to get to A to Z by making it a better place to be -- Reduce system and riders’ stress by incenting staggered commute times; allowing more time to deboard/board safely, using “traffic cops” at peak times; and inviting artists in to perform. Nudge accessibility, reliability, safety and excellence.
Bob Williams -- @rrw1957