Chicago Transit Authority is gearing up to directly address their passengers with the launch of a new video series titled 'Ask CTA'. The series, announced on Thursday, is designed to answer burning questions from the public, with a focus on transparency and improving customer service communication. "Our riders are engaged and interested in how the system works and how we are working to improve. These videos feature questions from real riders on system that are answered by transit experts here at CTA," CTA President Dorval R. Carter, Jr. told the press.
The 'Ask CTA' initiative seems to be an effort to quickly provide feedback on usual rider concerns like security, spectral "ghost" buses, and the presence of homelessness on transit lines. The video campaign will kick off on March 20, with the first in what promises to quickly become a regular staple on CTA's social media and YouTube channel, as well as its dedicated website page.
These videos are not just a simple Q&A; they are a peek into the workings of the transportation system and the steps CTA is taking to better it. Each episode, lasting about one or two minutes, showcases a rider asking a question followed by a CTA staff member from the relevant department answering it. From what's being done to enhance security to inquiries about the CTA's color system, the first batch of videos covers a diverse range of topics.
Moreover, in a move to keep everything in-house, CTA personnel themselves are handling all production work – from interviewing, and filming, to editing. "This is the latest in a series of measures we’ve launched recently to improve communication with our riders and the public, including our interactive performance metrics dashboard, because real customer service is a two-way street," said Carter, as he emphasized on the hands-on approach of the CTA team to reach out and genuinely connect to the riders while answering their questions.
The 'Ask CTA' initiative is part of a broader movement towards increased transparency for the Chicago Transit Authority. Previously, CTA developed the "When Things Go Wrong" webpage to inform riders about how the agency manages delays and unplanned service disruptions. This new series seems to follow the trend of leveraging digital platforms to engage with and educate the riding public.
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