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Case Study

Reimagine RTS,
Regional Transit Service, Rochester NY

The Challenge

The public transit system in Monroe County, New York, had not been significantly improved or redesigned in decades despite community member challenges. Changes in demographics, bus stop frequencies, and relocated employment centers weren’t adaptable to the current transportation options. RTS received requests from the community for better, more frequent transit service from every corner of the county. These requests were vast, and were sent in by business owners, seniors, millennials, individuals with disabilities, and frequent bus riders.

RTS hired the consulting firm Highland Planning to lead the community engagement portion of the redesign.

Highland Planning was tasked with conducting a study of the public transit system in Monroe County and identified what the fixed-route transit system should look like. The study’s success was a direct result of the county’s residents and the community’s ample participation. Together, RTS and Highland Planning conducted more than 150 outreach sessions with customers, employees, and stakeholders, acquiring nearly 14,000 surveys through appealing tactics. These responses were collected with innovative and non-traditional engagement strategies, including educational board games, budgeting and mapping exercises, live audience polling, meetings-in-a-box, and pop-up events.

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Outreach Sessions
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Surveys Taken

Outcomes

The Reimagine RTS study resulted in a plan to simplify the fixed-route system, with 64% of current customers accessing a new and more frequent service network. Additionally, the plan includes added crosstown routes, connection hubs, and a new zone where RTS will explore non-fixed route mobility options.

Equity Impacts

Equity was at the forefront of the Reimagine RTS study. Through a variety of strategies, Highland Planning ensured that all community members could participate in the process by:

  • Conducting Outreach in Multiple Languages.
  • Providing Accessible Online Documents, Spanish-Language, and ASL Interpreters at Public Events.
  • Partnering with Community Organizations and Advocacy Groups to reach often marginalized stakeholders such as the disability community and people of color.

The plan’s recommendations were also informed by an origin/destination study, online and in-person community surveys that collected over 14,000 responses. This data was used to ensure that the plan would meet the needs of all community members, including those who rely on public transportation to access jobs, education, healthcare, and other essential services.

Best Practices in Equity-Focused Public and Stakeholder Outreach:

The Reimagine RTS study exemplifies many of the best practices in equity-focused public and stakeholder outreach, including:

  • Identifying and engaging with a diverse range of stakeholders.
  • Using a variety of outreach methods to reach as many stakeholders as possible.
  • Using culturally competent outreach strategies to ensure that all stakeholders have an opportunity to participate in the process.
  • Providing stakeholders with clear and concise information about the project and its potential impacts.
  • Gathering feedback from stakeholders and using it to inform the decision-making process.

The Reimagine RTS study is a success that reflects the importance of our equity-focused outreach process. The steps taken throughout the study informed the residents of a public transportation system with the public and stakeholders at the forefront. Overall, the study resulted in a plan to improve access to jobs, education, healthcare, and other essential services for all community members.

Let’s see what we can create together.

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