MBTA GM PLANS TO LEARN ABOUT SYSTEM FIRSTHAND [+VIDEO]
By Sam Doran
STATE HOUSE NEWS SERVICE
BOSTON, SEPT. 12, 2017.....Commuting on the Green Line on Tuesday morning, Luis Ramírez got a taste of what MBTA passengers experience regularly.
He was heading to work on his first day as the T's general manager when he noticed the fare machines weren't working in one of the stations.
"So that really indicates to me firsthand," he said, "what are some of the experiences that customers are actually having, and why it's so important that we bring their experience into how we operate the business, how we set the metrics up for the business and the teams, and how we drive the changes we've got to make."
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