The Washington Metropolitan Area Transit Authority (WMATA) initiated a large-scale capital program to improve 20 outdoor stations across its transit system network. The Platform Improvement Project aims to improve the safety and accessibility of WMATA infrastructure, as well as customer experience at the stations. Most of the station platforms in the program are more than 40 years old and need rehabilitation.
STV provided project management oversight services for this initiative, managing the scope, schedule and budget for the planning and implementation of communications outreach, marketing and customer engagement activities related to the program. Due to the size and scope of the WMATA system, this project required extensive stakeholder notification, including customers, community groups, government entities and businesses; analysis of data and public impact reports; ongoing engagement with stakeholders to inform them about project scopes, schedules and milestones; and notices to customers of impacts to rail service, including temporary service alternatives such as bus shuttles.
STV’s team created innovative concepts and themes for outreach campaigns; developed strategies for outreach efforts, including social media campaigns, website updates, press releases and pop-up events; and helped to expand and engage a broad range of audiences to inform them of project updates and impacts. As a result of these efforts, this project was the recipient of the Virginia Transit Association’s Outstanding Public Transportation Marketing — Regional Award.
