To modernize aging infrastructure and improve safety, accessibility and the customer experience, the Washington Metropolitan Area Transit Authority (WMATA) launched a major capital initiative to rehabilitate 20 outdoor station platforms across its network. Many of these platforms were more than 40 years old and required significant upgrades. STV provided program management oversight for the public outreach and communications effort that supported this systemwide program, helping WMATA engage riders and stakeholders throughout planning and construction.
What challenges did STV address?
The scale of the Platform Improvement Project required extensive notification and coordination across a wide and diverse ridership. With multiple stations undergoing simultaneous closures and service adjustments, WMATA needed a comprehensive outreach strategy that kept customers informed, minimized confusion and ensured that government agencies, community groups and businesses understood project milestones and impacts. Communicating temporary service alternatives such as shuttle operations was central to the project’s success.
What solutions did STV deliver?
STV led scope, schedule and budget management for all outreach‑related activities. The team developed creative campaign concepts and messaging, managed social media content, drafted press releases, updated WMATA’s website and coordinated pop‑up events across the region. STV also analyzed public impact data, regularly engaged with stakeholders and produced communications that clearly explained closures, timelines, and travel alternatives. The program earned the Virginia Transit Association’s Outstanding Public Transportation Marketing – Regional Award for its effectiveness.
How does this project benefit the region?
Through clear, consistent and accessible communications, the outreach program helped riders navigate changing service conditions while supporting WMATA’s efforts to upgrade critical infrastructure. The work strengthened public understanding of system improvements and contributed to a safer, more reliable rail network.
Key stats and accolades
- Outreach supporting 20 station platform reconstructions
- Multichannel communications strategy for riders and stakeholders
- Award‑winning public transportation marketing campaign
