Our Mission
To provide exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.
Core Values
- Customer Satisfaction
- Collaboration
- Diversity
- Fiscal Accountability
- Innovation
- Sustainability
- Safety
Customer Satisfaction:
The result of an ability to constantly and consistently exceed the expectations of external and internal customers.
Sample Indicators:
- The organization is worthy of dinner table conversation
- The organization welcomes complaints as a diagnostic tool and acts on correction
- The organization incorporates a monitoring system that measures internal and external customer satisfaction
- The Ridership/Usage goes up
- Senior Management models the principles of customer satisfaction, behavior and attitude
- The impact on customers is a major consideration in all decision making
- Employee hiring, recognition, & promotion is primarily based upon customer satisfaction performance
- The organization’s leadership & employees look for and find ways to add value to the service provided to the community
- The community sees value in the services provided by the organization
- The community supports the mission of the organization
Collaboration:
The process of bringing together knowledge, experience, ideas and skills to achieve a common goal.
Sample Indicators:
- Interaction among staff members is positive and supportive
- Projects, problems, proposals, opinion/ideas are routinely worked on as a group effort
- Leaders, team members and department staff show teamwork among themselves
- Positive supportive reinforcement is given to others
- Communications are open and honest and employees feel free to discuss problems and issues in a non-defensive or non-accusatory manner
- Board and staff interaction is positive and supportive
- The organization enjoys good working relationships with other local, state, and federal jurisdictions as well as with quasi-public organizations
Diversity:
The appreciation and respect for different characteristics of individuals and groups that make them unique and able to offer different perspectives, skills and talents.
Sample Indicators:
- Recognize the differences in others for the betterment of the organization
- Diversity of opinion is welcomed and encouraged by the organization
- The organization and its people seek opinion from all segments of staff, customer base and community
- The organization takes proactive measures to recruit, hire, & promote a diverse workforce
Fiscal Accountability:
The commitment and practice of being exemplary stewards of public resources.
Sample Indicators:
- Actively seek ways to economize, which do not diminish the effectiveness and efficiency of the organization
- Provide services and reduce costs by establishing partnerships with other organizations
- Employees are recognized and rewarded for implementing cost saving ideas within the organization
- The organization’s leadership and employees are all cost conscious and value oriented
- The organization’s leadership and employees are held accountable for the cost effective use of public resources
- Fiscal decisions of the organization are made with the goal of future sustainability
- The organization will provide basic (core) services first; expanded or additional services are only provided when the organization is fiscally able to do so
- The organization is fiscally sustainable and accountable
Innovation:
The use of progressive and creative approaches to problem solving and goal accomplishment.
Sample Indicators:
- The organization prides itself in its ability to change quickly to meet a changing business environment
- Achievement comes through idea leadership
- The organization is constantly looking to improve practices, policies and products
- The organization is flexible and willing to change for the sake of improvement
- Staff members are encouraged to risk trying something new
- The organization is constantly on the lookout for a better way and encourages modeling the best ideas, processes and practices
- The organization shows respect for new ideas
- The organization encourages the use of benchmarking to improve quality
- The organization encourages and supports the training and education of its people
Sustainability:
The ability to successfully serve the future needs of the people who live, work and play within the community with available resources.
Sample Indicators:
Safety:
The state of being free from the occurrence or risk of injury, danger or loss; a condition of having removed or reduced the potential for harm, injury, danger or loss.
Sample Indicators:
- A diverse safety committee with broad representation is active and serious about the role it plays in the organization
- Senior management pays attention to the safety committee and acts on the recommendations it makes
- Preventable traffic accidents are reduced in number and severity
- Safety becomes an attitude of constant awareness so that individual accidents are reduced at work, as well as in personal lives
- The community perceives Ben Franklin Transit and its contractors as a safe mode of transportation
- Other motorists and local law enforcement know that Ben Franklin Transit drivers respect and put into practice the rules of the road
- Ben Franklin Transit meets and exceeds safety standards industry wide
- Employees recognize that safety is a personal responsibility
- Safety outcomes are monitored, tracked and reviewed in order to improve policies, procedures and training
- Good safety performance is rewarded within the organization
- The organization is recognized and rewarded for good safety performance within peer organizations.