"Eliminating Bus Bunching: Building a process, information source, and tool box for improving service"
by Tom McKone (Civic Consulting Alliance) and Ellen Partridge and Jeanette Martin (Chicago Transit Authority)
Chicago Transit Authority has improved bus service reliability by 30% using a performance management process and organizational focus on improving the biggest concern for bus customers: waiting too long for the bus. The focused, team approach has helped the agency increase ridership, effective capacity, and customer satisfaction.