Case Study: Capital Metro achieves faster issue resolution and improved rider and employee safety with Everbridge Frontline Feedback solution

Capital Metro MetroAccess Enhances Employee and Community Safety by Digitally Transforming Frontline Feedback Process

Capital Metro’s MetroAccess is a demand-response transit program serving about 7,000 riders with disabilities, 350 vehicle operators, and 240 vehicles. The agency struggled to capture and route frontline feedback: operators’ handwritten notes were slow to reach the right staff, important safety and mobility issues went unaddressed, and drivers felt unheard—creating delays in fixes and increased operational risk.

Capital Metro deployed Everbridge’s frontline feedback solution to digitize reporting, route issues to the appropriate teams in near real time, and close the loop with outcome notices to operators. In the first year the system generated roughly 700 reports, cut implementation time for improvements from weeks or months to days, improved customer satisfaction and safety, and helped the agency respond effectively during crises (including COVID meal deliveries and storm response).

Capital Metro

Suzie Edrington

Director Demand Response Operations