Denver RTD Launches New Customer Assistance Outreach Program

Denver RTD has launched a six-month pilot outreach program to assist customers on the system where and when they need it the most. Known as the Impact Team, the group of outreach ambassadors is comprised of nearly 40 RTD employees from across the entire agency.

The team is deployed to rail stations and bus stops during peak service times, major events, and service disruptions to provide on-site, real-time customer service. The team was initially established to support the Coping Panels and Downtown Rail Reconstruction projects, both of which are underway this summer.

“The Impact Team program is focused on creating a welcoming transit environment for all customers,” said Stuart Summers, RTD’s chief communications and engagement officer. “This real-time approach to engagement not only addresses the immediate concerns and questions of customers, but we are able to foster stronger connections with the agency. By being present and available at stops and stations, the Impact Team can immediately alleviate customer concerns, gather valuable feedback about improving RTD’s services, and ensure needs are satisfactorily met.”

The employees participating in the program volunteer their time in parallel with regular work duties and come from all departments of the organization. RTD’s leadership team is also participating as members of the team, bringing their extensive experience and knowledge to the program.