Connecticut DOT launches new initiative to gather public feedback

Customer Experience Action Plan looks to gather customer input to help outline future programs, policies and investments 

May 03, 2022 / 2 minute read
Connecticut DOT launches new initiative, public transportation

The Connecticut Department of Transportation (CTDOT) has announced a new initiative to develop a Customer Experience (CX) Action Plan for public transportation customers in the state. The CX Action Plan will be developed using customer feedback and input, and will outline future programs, policies and investments to improve public transportation in Connecticut. A new website for the CX Action Plan has launched at

“We are at a pivotal moment in public transportation in Connecticut and across the nation. The pandemic has reinforced that public transportation is essential. Providing equitable access to high quality public transit is vital to the success of our communities and our state,” said CTDOT Commissioner Joe Giulietti. “This Customer Experience Action Plan ensures we are making customer-focused investments that will position us to meet needs of those we serve and create a better, more connected, reliable, and sustainable public transportation system.”

CX Action Plan goals include:

  • Connect with customers using public transportation to learn about their transit experiences.
  • Understand changing customer needs, expectations and desires for the state’s transit system.
  • Define a vision for the future of all public transportation in Connecticut based on customer priorities.
  • Create a clear plan including actions that can be taken to make transit a more comfortable, reliable, and efficient experience for everyone.

CTDOT is engaging with public transportation service providers, stakeholders, community partners, and transit customers, to collect feedback and input on the state’s many public transportation services.

“The heart of this effort is the community engagement. We are excited to get out there and have meaningful discussions about public transportation service to better understand how we can improve,” said CTDOT Customer Experience Transportation Supervising Planner Alicia Leite.

Engagement activities will begin late Spring and continue into early Fall. The feedback will advise the CX Action Plan, which will be available for public review Fall 2022.


Source: Connecticut Department of Transportation

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