Case Study: Capital District Transportation Authority improves on-time performance and rider satisfaction with Dimensional Insight Diver Platform

Using Analytics for Performance Improvement to Improve Rider Satisfaction

The Capital District Transportation Authority (CDTA), a public transit system in Albany, NY, faced challenges with route performance and on-time service due to factors like traffic and fleet maintenance. To optimize operations, CDTA partnered with vendor Dimensional Insight, using their Diver Platform through implementation partner Zight, to gather and analyze data to improve performance and rider satisfaction.

The solution involved implementing Diver Platform to integrate and visualize data from ticketing, planning, and vehicle management systems. This enabled CDTA to track 23 KPIs across eight departments, focusing on critical areas like on-time performance and ridership. Working with Dimensional Insight and Zight, CDTA gained a flexible analytics system to continually refine operations, better train operators, and work towards exceeding its internal performance goals.

Capital District Transportation Authority