The Customer Accountability Report includes an update on how many new trains are in service. (Photo by Matt McClain / The Washington Post)

Metro General Manager Paul J. Wiedefeld says he wants the new Customer Accountability Report to be “a living thing.” This ambitious effort to outline service goals and then report progress was born just last month.

The document is so extensive that it will take a great deal of care to maintain, so it’s good to see that the report has gotten an update.

To see the full report, go to this page on the Metro website, which is an overview of Wiedefeld’s goals, then scroll down to the links at the bottom and click on “Customer Accountability Report (CARe).” You will get a pdf version.

I wish a document so potentially important to Metro’s effort at transparency was more prominently displayed on the transit authority’s website.

If you’ve seen this report already and just want to focus on what’s changed in recent weeks, look for items in italics, designated as “New Information,” or in green, designated as “Work In Progress or Completed,” or in red, designated as a “Change in Schedule.”

Here are a few highlights, set up to show the originally stated goal, followed by the update.

Goal. Establish online tracking of 732 actions being taken to meet all Federal Transit Administration safety recommendations.

Update. The FTA corrective action tracker has been online since March 7. “Action list is updated weekly and will expand as necessary to meet any additional recommendations.”

The corrective actions outlined by the FTA begin with fixing the staffing levels and the procedures used at the Rail Operations Control Center, which came in for criticism for its inadequate performance during the L’Enfant Plaza smoke incident in January 2015. Metro estimates it will take until August to meet those crucial safety targets for the center that directs train traffic.


The screenshot shows a page from Metro’s updated Customer Accountability Report.

Goal. Establish online tracking of actions being taken to meet all National Transportation Safety Board recommendations.

Update. The NTSB tracker has been online since March 18. As with the FTA tracker, Metro says the NTSB listings are updated weekly. This tracker is a pdf. See it by going to the links at the bottom of this page.

Items on the NTSB list go back as far as 2006, and many are listed by Metro as closed. Among the recommendations listed as still open is this one from August 2010: “Remove all 1000-series rail cars [the oldest in the Metrorail fleet] as soon as possible and replace them with cars that have crash-worthiness collision protection at least comparable to the 6000-series rail cars.” Metro estimates this target will be reached in December 2017.

Goal. Increase the number of Metro Transit Police officers in the train and bus system, and make their uniforms more visible to the public.

Update. Up to 15 new recruits will graduate from the training academy during the spring and summer. Metro is getting a new neon yellow add-on for uniforms.

Goal. Ensure the quality and the timely delivery of the new 7000-series rail cars from the Kawasaki plant in Lincoln, NE.

Update. By the end of March, Metro had received 112 cars. Of those, 96 had been accepted for service, and 12 trains were operating. Metro officials say they were working with Kawasaki to improve the production, so the cars enter service more quickly.

There’s plenty more in a document well worth your review, and I hope Metro will continue the pace of updates.