CTA Performance Management

Building on the model Civic Consulting developed with Ron Huberman and his team at the City of Chicago, Booz & Company and Civic Consulting helped develop a system to measure and manage performance at the CTA.

We helped each department draft measures, set targets, develop baselines, and write improvement plans. This process spawned many improvement efforts, including:

• Reducing bus accidents at the worst intersections
• Improving safety at the most dangerous construction sites
• Introducing new materials and techniques for cleaning L stops.

With a handful of rider-oriented measures, the performance management process helps management hold the operating units accountable for meeting the CTA's goal to be safe, clean, on time, courteous, and efficient.