Katharine Eagan Kelleman wants riders to expect one thing from the Port Authority: Excellence.
But that means a first task of the new Port Authority CEO is to figure out what “excellence” means to the 200,000 daily riders who use the agency’s buses, light-rail vehicles, inclines and paratransit system. So this summer the agency likely will hire a firm to conduct twice-a-year surveys to ask riders what they think of the service they are getting.
The surveys will be a key part of a three-year strategic plan Kelleman said she expects to present to the authority board of directors in July. That approach, which comes directly from her background as a transit planner, will set goals and identify steps the agency will take to meet them.