CTA Operational Turnaround Strategy

Partner: 
McKinsey & Company
Client: 
Chicago Transit Authority
Practice Area: 
Environment
Project Year: 
2008
Project Description: 

CTA had already undertaken multiple initiatives to improve operations, with the goal of reducing costs, improving service, and increasing ridership.

To sequence future initiatives strategically, McKinsey and Civic Consulting Alliance took an outside-in as well as bottom-up assessment of CTA challenges and opportunities.

The operational turnaround strategy was made public as the President's Transformation Plan. The goals orient CTA around

  • Customer satisfaction
  • Increased ridership
  • Sustainable revenue and cost per service mile.