Transit Unplugged

This week, we have two intersecting interviews covering customer experience and innovation in transit. We start off with Paul talking with Aaron Weinstein of Transit CX about creating customer experience (CX) programs within transit agencies. We continue with Brandon Bartneck, GM of Edison Manufacturing and Engineering and the host of the Future of Mobility podcast, talking about transit innovation and manufacturing.

Aaron talks about building a customer experience mindset within transit agencies. As Paul notes in the interview, according to APTA, customer experience-customer service is the number one KPI agencies are tracking. It makes sense; you can’t grow ridership and attract new riders if the experience of using transit isn’t enjoyable. Aaron outlines the steps for creating a customer experience program and how journey mapping helps you figure out where your rough spots are--and then fix them.

We move from CX to innovation and manufacturing with Brandon. Edison Manufacturing helps companies produce things at small scale to test and trial. Or things that companies will only need a few of.

Why is this important to innovation? Because right now, as we test and trial new zero and low emissions vehicles or new autonomous vehicles, we need to prove the model before large scale manufacturing is worth the risk. How does this connect with CX? As Brandon talks about with Paul, the coolest scooters, e-bikes, autonomous vehicles, or microtransit options won’t make a difference to mobility or access to transit if the entire experience is connected and seamless throughout the entire journey. Shiny, new innovations won’t get the results people are looking for unless integrated payment solutions, and convenient pickup/drop off options are part of the picture too.

We also hear from Elea Carey with her Messaging Minute, talking about playing the long-game in transit marketing messaging.

Next week on Transit Unplugged we hear from Martin Bean, CEO of Roam Transit in Banff, Alberta. Martin talks about how he’s providing transit solutions not just for his community, but the millions of tourists who come to Banff every year. Paul’s chat with Martin was all part of his tour of Western Canada in April. Want to get a peek? Check out the Transit Unplugged TV episode from Vancouver.

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(00:00) Transit Customer Experience with Aaron Weinstein and Innovation with Brandon Bartneck (01:50) Aaron Weinstein on improving customer experience in transit (15:09) Messaging Minute with Elea Carey (17:21) Interview with Brandon Bartneck host of Future of Mobility and GM of Edison Manufacturing and Engineering (35:27) Coming up next week on Transit Unplugged

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Tom Hingson knows transit inside and out. Learn how the City of Everett, WA tackling battery-electric range issues with inductive charging. And announcing Paul's newest book--Comfort Food.

We return to Snohomish County this week to the City of Everett (and county seat) to learn about this network within a network from Everett Transit Director Tom Hingson. With a transit career spanning 40 years, Tom has seen it all, from behind the wheel to behind the scenes as a transit leader. Everett is one of the larger cities between the Canadian border and Seattle and is part of Snohomish County--learn more about that transit system from Ric Ilgenfritz--which means Tom needs to help his community not only get around the city but also connect with Community Transit, Sound Transit, and King County Transit. Like all transit systems, Tom is transitioning to a zero-emissions fleet. Everett Transit is using grid-powered battery electric buses for the backbone of his green fleet. Unlike larger systems (like Community Transit surrounding his service area), he doesn't have long runs to manage. He doesn't have to work about range as much as being able to charge buses throughout the day.

Tom is opting for inductive charging below the buses at key transit hubs so buses can run all day and just switch out drivers. This is a big transition for Everett Transit which has traditionally operated with drivers assigned to a bus rather than a route. So the driver returns to the depot at the end of their shift, and another bus goes out. As Everett Transit moves to zero emissions buses, this will move to the more typical model of drivers switching buses mid-route.

But the biggest thing on Tom's mind is growth. Pressed for space, Tom and his team are looking at how or if they could merge with Community Transit to fund growth and grow the network overall. There are a lot of moving pieces, and Tom explains all of them in his conversation with Paul.

Also on the show...

Paul's newest book Comfort Food is out and available on Amazon! Paul talks about how this cookbook came to be--thanks to contributor Mike Bismeyer--and just a few of the recipes from all-star public transportation celebrities from around the world. Paul will be signing his books at conferences all over North America. We'll let you know where he'll be on the show.

We hear from Mike Bismeyer talking about Tom's dedication to doing more than just moving people, but how he works within the larger community and government to make it all happen.

Next week we have two great guests. Aaron Weinstein from Transit CX talks about improving your customer experience (CX) by building a customer experience mindset in your agency. Then Brandon Bartneck talks about how small-scale manufacturing is essential to the experiments and innovation we need in transit today.

If you have a question or would like to be a guest on Transit Unplugged, email us at [email protected].

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(00:00) Tom Hingson and Comfort Food Cookbook (00:21) Interview with Tom Hingson, Director of Everett Transit (21:36) Mike's Minute with Mike Bismeyer (23:20) Announcing Comfort Food (30:25) Coming up next week on Transit Unplugged News and Views (32:00) Subscribe to Transit Unplugged TV on YouTube

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We continue our discussion on the transition to zero emissions with Doran Barnes, CEO of Foothill Transit, and Karl Gnadt, Managing Director of the Champaign Urbana Mass Transit District, talking with Paul about their hydrogen fuel cell-powered bus fleets. Doran currently has the largest fleet of hydrogen fuel cell electric buses in North America with 20 and growing to over thirty in the future. Karl manages one of a few agencies that generates its own hydrogen for its fleet of buses. Together they talk about the challenges and benefits, of electric buses powered by fuel cells.

As both say, battery electric or hydrogen fuel cell have strengths and weaknesses--and there will be a place for both solutions in the future. What's essential is for agencies to talk, plan, coordinate, and share with each other. There isn't going to be a single way or perfect solution that works for everyone, but by working together, we'll reach our zero emissions goals.

In the leadership segment, MV Transportation CIO Jim Haring tells us about two leadership books that have helped him as he's grown as a leader. Radical Candor and the Oz Principle give leaders tools to help care deeply but challenge directly and re-frame what it means to be accountable. In Radical Candor, Jim cites the way to help grow a team isn't just leading with empathy but using that empathy to help people grow and challenging them when they need it. If people aren't challenged and feel safe to dig deeper--even if it means failing--they won't grow. And a team with people who aren't growing will inevitably stagnate.

Which ties right into the Oz Principle. In the book a central tenet is re-framing accountability as what will you do to step up and do what's needed to get the results you want. Is it enough to try, but when circumstances beyond our control get in the way, give up, or do you push that little bit more to get there. Everyone has moments when they look at a situation and say "this just isn't going to work because...", but then if you're accountable, you dust off and think, "fine, well what can I do to get where I need to go..."

Together these books are a powerful way to rethink and reframe how we approach work and leadership.

Also on the show, Elea Carey talks about how to help your message get more attention in her Messaging Minute.

Next week, we come back out to the Pacific Northwest with Tom Hingson Director of Everett Transit and how he's planning for the future of transit in his city.

If you have a question or comment, email us at [email protected].

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(00:00) Hydrogen Fuel Cell Fleets and Leadership Lessons (01:18) Feature interview with Doran Barnes and Karl Gnadt on hydrogen fuel cell technology in public transit (23:02) Messaging Minute with Elea Carey (24:35) Business Book Review with Jim Haring CIO of MV Transportation (37:37) Coming up next week on Transit Unplugged (38:47) Subscribe to Transit Unplugged TV on YouTube

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Welcome to the 250th episode of Transit Unplugged! What a tremendous milestone and we're only just getting started! We have big plans for the show--the podcast and TV--and we know you'll like what we have up our sleeves.

This week Paul is in conversation with Community Transit CEO, Ric Ilgenfritz from Snohomish County, WA. Listen as Ric and Paul talk about not only serving the diverse needs of Snohomish County but also the Bus Rapid Transit plans he has put into motion to get people where they want to go quickly and conveniently. Ric uses stable funding from sales taxes to not only increase operational service levels in the community but also fund capital improvements to better serve the community in the future.

Snohomish County, north of Seattle, has a service area of 1300 square miles, including urban, suburban, and rural areas and Ric serves commuters heading south, plus a large and diverse community of 650,000 people. He accomplishes this with commuter coach buses, BRT, regular bus service, and paratransit running throughout the county. Because his community is so closely tied to the universities and businesses to the south, Ric works closely with his colleagues at Sound Transit, King County Metro, and Everitt Transit to make sure all the systems are coordinated together, including the expansion of the Sound Transit Light Rail project into Snohomish County. As light rail reaches his service area, Ric will be able to curtail service to Seattle and redeploy those assets to improve frequency and service levels in the rest of the county.

Listen to the whole story and how his experience working in Washington D.C. helps him serve his community now.

All this plus Mike's Minute with Mike Bismeyer.

Next week on Transit Unplugged, we continue our discussion of the transition to zero emissions transit with Doran Barnes, CEO of Foothill Transit, and Karl Gnadt, Managing Director of the Champaign-Urbana Mass Transit District, with more on hydrogen fuel cells. We also get book recommendations from Jim Haring, CIO of MV Transportation in our leadership segment.

If you have a question or want to be a guest on the show, email us at [email protected].

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(00:00) Ric Ilgenfrtiz CEO Community Transit (00:02) Interview with Ric Ilgenfritz - CEO of Community Transit Learn more about Community Transit on their website https://vzyfm.co/3mK9FPD (27:55) Mike's Minute with Mike Bismeyer https://vzyfm.co/3tAj8Zy (29:29) Coming up next week Doran Barnes, Karl Gnadt, and Jim Haring (30:27) Subscribe to Transit Unplugged TV on YouTube https://vzyfm.co/3SB9Bx3

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Recorded live at ThinkTransit in Nashville, this CEO Roundtable brings together four of North America's brightest transit leaders for an in-depth discussion about their lives, careers, and the future of transit in North America. Join Paul in conversation with:

• Doran Barnes, CEO of Foothill Transit
• Monica Backmon, CEO of the Northern Virginia Transportation Authority
• Erinn Pinkerton, CEO of BC Transit
• Billy Terry, Executive Director of the National Transit Institute

In the episode, you'll hear Doran and Erinn talk about their pragmatic approaches to zero emissions and reducing carbon emissions with real solutions any agency can explore. Including diesel options you might not have considered before. There are a lot of diesel buses out there, and that isn't going to change anytime soon, so maybe fueling them with renewable diesel that produces less CO2 is the "yes, and..." in the transition to zero emissions.

Monica dives into how she works with a disparate set of stakeholders, balancing the needs of one group versus those of the larger region. Monica also reflects on how important it was to have a mentor when she started as CEO at NVTA; now, she's giving back as a WTS mentor, helping others climb the career ladder.

Finally, Billy talks about leadership development and training. NTI provides essential training to transit professionals across North America. While the pandemic forced all of the classes online, this now has become an opportunity for NTI to continue to offer those classes online so they can reach people who aren't able to travel or have an NTI session come to their agency.

We'll be hearing more from Doran about hydrogen fuel cell buses on an upcoming episode of Transit Unplugged, as well as leadership segments and, as always, insights from transit leaders on solving today's transit challenges.

Next week we have Ric Ilgenfritz, CEO of Community Transit, talking with Paul about serving a diverse community north of Seattle, WA. Ric talks about helping commuters get to Seattle and helping people in his community get around a region with urban, suburban, and rural routes.

If you have a question, comment, or want to be a guest on Transit Unplugged, email us at [email protected]. 

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(00:00) Transit Unplugged CEO Roundtable Live at ThinkTransit 2023 (00:10) Welcome and introductions (03:14) Doran Barnes career history and Foothill Transit https://vzyfm.co/43L0M90 (07:32) Monica Backmon on her career and NVTA https://vzyfm.co/3GVk1TP (13:35) Erinn Pinkerton her career and BC Transit https://vzyfm.co/43KQxBC (20:08) Billy Terry and NTI https://vzyfm.co/41kRTkY (25:58) Monica Backmon on working with boards (29:37) Doran Barnes on his customers and zero emissions (35:23) Erinn Pinkerton on low carbon versus zero emissions (39:43) Billy Terry on training leaders (44:07) Round table what's the favorite thing from the past week (51:58) Roundtable future of transit and the industry (55:16) Coming up next week on Transit Unplugged Ric Ilgenfritz, CEO of Community Transit, will be Paul's guest next week. https://vzyfm.co/3mK9FPD (56:09) Subscribe to Transit Unplugged TV on YouTube https://vzyfm.co/3SB9Bx3

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Singapore is one of the most densely packed cities in the world. Designed to be a "car-light" city, most people rely on public transport to get around. Learn about this fully-integrated and accessible system from Andy Thompson, Managing Director of Go-Ahead Singapore.

Paul Comfort and Andy Thompson discuss how Go-Ahead Singapore helps people in Singapore get from place to place with buses, subways, and more. Because so many people rely on public transport, it's essential the entire system be accessible and inclusive. From small placards people without visible disabilities can show to get a seat (a Go-Ahead innovation) to digital wayfinding, Singapore's transport system could be one of the most accessible systems in the world.

Andy also talks about his career journey across continents before landing in Singapore to manage Go-Ahead there. This interview gives you a taste of what transit is all about in this island city-state. If you'd like to learn more about Singapore, watch the recent Transit Unplugged TV episode.

Also on the show, Mike Bismeyer talks about the recent TripSpark Ignite conference...and the act of kindness that came from the trip.

Next week we'll have the live CEO roundtable from ThinkTransit that happened just last week. It's a great conversation from the main stage, unplugged and in-depth.

If you have a question, comment, or would like to be a guest on the show, email us at [email protected]

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(00:00) Promoting Inclusive Public Transport in Singapore (00:20) Interivew with Andy Thompson, Go-Ahead Singapore (31:10) Mike's Minute with Mike Bismeyer (32:47) Coming up next week the Transit Unplugged Live CEO Roundtable (33:45) Subscribe to Transit Unplugged TV on YouTube

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This week Paul is in conversation with Craig Cipriano and talking about how he put together the plan for New York MTA to transition to zero emissions. We talk a lot about the technology side of the problem. Hydrogen vs battery electric. How to charge batteries. Where is your hydrogen coming from. But what we don't talk about is how agencies need to adapt and change processes, workflows, and even the structure of their organizations to make it happen.

The first thing Craig did to attack the problem head on, was to get everyone together--all the stakeholders--and created a new project management office. This office tackled the thorny problems of who would do what and who would have the final say on which decisions. It was the holistic view of the challenge that ensured departmental silos would be broken down and everyone who needed a say--from workforce to facilities, operations to maintenance--had a seat at the table.

But some of Craig's best lessons from his conversation with Paul had to do with how he actively managed his career. He took advantage of opportunities. He sought out new things to learn. He got out of the office and into the field to learn more about the entire operation at the MTA. This active approach helped him climb the ladder at the MTA from mechanical engineer to eventually COO.

His career advice is a must-listen no matter where you are in your career or what part of transit your work in (or even in transit at all).

Also on the show:

• Paul talks about Andy Byford joining Amtrak and what that means for rail in the U.S.
• Elea Carey talks about building, protecting, and enhancing your agency's brand
• Paul reads from his first book Full Throttle on putting people first.

Next week on the show, we have Andy Thompson of Go-Ahead Singapore on that city-state's integrated and accessible transit system. If you want to learn more about Singapore and its transit system, watch the episode on Transit Unplugged TV.

If you have a question, comment, or would like to be a guest on the show, email us at [email protected]

We often highlight large transit systems on Transit Unplugged, but there are hundreds of smaller transit systems that are just as--maybe even more so--innovative who also provide those critical links in their community. Kendra McGeady, Director of Pelivan Transit, is one of those innovators. Her coverage area is thousands of square miles in Oklahoma, supporting the Cherokee Nation, other tribes in the area, and the wider community as well. Like many rural transit services, Pelivan provides an essential link for people depending on transit to get to work, school, the store, and health care.

Kendra also talks about her PICK Transportation pilot that connects people in the region with a more flexible on-demand service than a traditional call-ahead and book system. And while the pilot has been very successful so far, it hasn't been without its challenges. As Kendra relates, in the first few days of the pilot launch, a driver was assaulted, and their brand-new van was stolen. While everything turned out okay, it was a wake-up call for her. After that incident Pelivan added cameras, panic buttons, training, and other safety measures to ensure her drivers--and the community--would feel and be safe on her buses.

You can hear Kendra tell the whole story in the episode, and it highlights that the problem of driver assaults in transit isn't a big city problem but a nationwide problem. Kendra was also a guest--like previous guest Noah Berger--on the Preventing Driver Assaults podcast (hosted by Paul and Kristen Joiner) and we encourage you to listen to her episode (episode six) as well as the other episodes in the series.

Also on the show, Mike Bismeyer relates his special connection to Oklahoma to his career in transit and how it has shaped his mentorship and kindness journey

Next week, Paul, Tris, and many past guests will be at ThinkTransit in Nashville, TN. If you'd like to join us, there's still time to register. Get all the details on the ThinkTransit website.

If you have a question, comment, or would like to be a guest on the show, email us at [email protected].

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(00:00) Kendra McGeady - Pelivan Transit (16:59) Mike's Minute with Mike Bismeyer (19:01) Interview with Kendra McGeady, part 2 (25:44) Coming up next week on Transit Unplugged (26:24) Subscribe to Transit Unplugged TV on YouTube

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We have an info-packed show for you this week. We lead off with Paul in conversation with David Leininger of Leininger Analytics, talking about the current banking crisis and what agencies need to think about. Where David says you have to check for risk isn't where many of you would think! We then move on to Kirt Conrad talking about SARTA  and its fleet of hydrogen fuel cell-powered buses--the third largest in the country! Finally, learn about building your emotional intelligence (EQ) from Shair Burgess of UTA. This is another great leadership development segment that will get you thinking about how you approach emotions and feelings at work.

This episode highlights the depth and breadth of what we talk about here on Transit Unplugged. Going from the latest news that affects transit, technologies that will shape the future of the industry, and how to become a better leader inside and outside of work. There's nowhere else you'll find experts like these!

Also on this episode, Elea Carey asks, how well do you really know your market? Regular market research and assessments are critical to your agency staying in tune with your community.

Coming up next week, Kendra McGeady of Pelivan Transit will be Paul's guest on Transit Unplugged In-Depth.

If you have a question, comment, or would like to be a guest on the show, email us at [email protected]. 

Resources mentioned in Kirt Conrad's episode:

• National Renewable Energy Laboratory
• CALSTART
• Zero Emissions Bus Resource, Alliance
• Center for Transportation and the Environment

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(00:00) What the financial crisis means for your agency, hydrogen fuel cells, and EQ (00:18) What's on the show this week (02:15) Interivew with David Leininger founder of Leininger Analytics (13:17) Interview with Kirt Conrad CEO of SARTA (31:56) Elea Cary's Messaging Minute (33:30) Interview with Shari Burgess (53:47) Coming up next week Kendra McGeady (54:28) Subscribe to Transit Unplugged TV on YouTube!

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Noah Berger of the Merrimack Valley Regional Transit Authority (MVRTA or MEVA) has done two amazing things at his agency: he's increased ridership 122% and gone zero fare--even going so far as removing the fareboxes from the buses. And the amazing thing about it is the why. Noah believes if take care of all your riders in general, you'll get more riders overall. He gives the example of accessible buses. They are great for people with disabilities, but they are also great for parents with strollers, people with groceries, and that person who doesn't need a lift, but appreciates having only one step to get on the bus.

Noah believes transit needs to be a part of the community, really a part of it. MEVA embraces the people and cultures of his region. He's creating hubs for people to gather and small businesses get attention. He's worked with arts groups to give homes to custom-painted pianos and benches. He's ensuring everything about MEVA is made to get people where they need to go. From route numbers that make sense to route planning that get people to and from the places efficiently Noah is always thinking about his customers.

Noah will be part of a first-of-its-kind debate at the Executive Summit during ThinkTransit on zero fares vs fare enforcement. Given his experience and results, it's going to be a good debate. It's not too late to register for the Executive Summit or ThinkTransit. We have all the registration information on the ThinkTransit website.

Next week we have Kirt Conrad of STARK talking about hydrogen fuel buses and Shari Burgess in our leadership segment.

If you have a question or comment, email us at [email protected].

Visit the episode page on TransitUnplugged.com to see the pianos, bench, and minibus.

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(00:00) Noah Berger Administrator, Merrimack Valley Regional Transit Authority (00:18) Interview with Noah Berger, Administrator of the Merrimack Valley Regional Transit Authority Link to MVRTA below https://vzyfm.co/3kRfqdx (01:10) Preventing Driver Assaults from CTAA Preventing Driver Assaults podcast with Paul Comfort, Noah Berger, Niorka Mendez, and Kristen Joiner https://vzyfm.co/3JCSMPs (13:01) MeVa Paratransit bus (14:25) Mike's Minute with Mike Bismeyer Connect with Mike on LinkedIn! https://vzyfm.co/3tAj8Zy (16:05) Interview with Noah Berger Continues (16:53) Piano 1 (16:59) Piano 2 (17:13) Piano 3 (17:30) Custom bench (34:28) Coming up next week Kirt Conrad and Shari Burgess (35:31) Subscribe to Transit Unplugged TV on YouTube https://vzyfm.co/3SB9Bx3

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