Case Study: Metropolitan Transit Authority of Harris County (METRO) achieves faster police response and improved passenger safety with Microsoft Dynamics 365

Passengers stay safer on Houston METRO with mobile police contact application

METropolitan Transit Authority of Harris County (METRO) is Houston’s public transit agency serving more than 80 million annual riders across 1,700 square miles. Faced with frequent nonemergency incidents (e.g., unruly or suspicious behavior) and riders who didn’t feel comfortable calling police or 9‑1‑1, METRO needed a discreet, efficient way for passengers to report concerns without tying up emergency lines.

METRO built MPD Connect—a mobile web app using Microsoft Dynamics 365 for Customer Service (Dynamics CRM Online)—that lets riders send texts, submit forms, or live-chat with transit police during staffed hours, with optional registration to prefill contact details. Launched in December 2015, the tool has increased discreet reporting, sped police responses, reduced nonurgent 9‑1‑1 calls, and is being expanded as a foundation for broader customer-service and analytics initiatives.

Metropolitan Transit Authority of Harris County

Randy Frazier

Chief Technology Officer