Metro provides update on Strategic Transformation Plan progress

Metro is proud to release the 2025 Annual Transformation Report, which underscores the significant strides made in the pursuit of its strategic goals outlined in Your Metro, The Way Forward, Metro’s Strategic Transformation Plan. The Plan was adopted two years ago and remains the guiding framework for driving change and innovation across the organization.

The report highlights key accomplishments achieved in Calendar Year 2024, reflecting Metro’s commitment to modernizing systems, delivering exceptional service, and ensuring a positive impact on the National Capital Region. Metro’s leadership team has been steadfast in advancing the plan’s objectives, with tangible results seen in enhanced service, improved customer satisfaction, and operational efficiencies.

“The past year has been a remarkable one for Metro, marked by consistent ridership growth, higher customer satisfaction ratings, increased efficiency and savings, and groundbreaking initiatives aimed at delivering a better transit system,” said Valerie Santos, Chair of Metro’s Board of Directors. “Customers expect and deserve safe, reliable, and convenient transportation service and the Annual Transformation Report provides insight into where Metro is excelling and where more focus is needed, helping us be better stewards of the public investment.”

Metro achieved a historic milestone in 2024, with 45 consecutive months of ridership growth, coupled with record-breaking customer satisfaction ratings of 92% for Metrorail and 83% for Metrobus. As part of its ongoing efforts to improve service reliability, Metro returned to automatic train operations on the Red Line for the first time in 15 years and is working towards restoring automatic train operations systemwide later this year. Additionally, the 2025 Better Bus Network overhaul, approved by Metro’s Board in November 2024, represents a transformative shift in Metrobus service, designed to meet the evolving needs of the region.

Among other notable accomplishments in 2024, Metro introduced the Abilities-Ride program, which provided on-demand transportation to MetroAccess customers, resulting in over 1 million trips taken. Metro also focused on improving system-wide safety, cleanliness, and fare compliance, with new initiatives like modernized fare gates that resulted in an 82% reduction in fare evasion.

Internally, Metro continues to drive efficiencies with over $500 million in cost reductions identified across both operating and capital budgets. In 2024, the organization hired 1,510 new employees and accelerated its hiring process to ensure critical vacancies are filled. Metro also opened a new training academy for the Metro Transit Police Department, increasing training capacity and reducing costs.

“The success we've achieved is due to the dedication of our employees, the support of our regional partners, and our ongoing commitment to delivering service that meets the needs of the communities we serve,” said Randy Clarke, Metro’s General Manager and Chief Executive Officer. “As we approach the 50th anniversary of Metrorail service, we are committed to building a world-class transit system that will serve the region for generations to come.”

Metro’s 2025 Annual Transformation Report showcases these accomplishments and outlines the continued progress Metro is making towards its goals. The full report is available for download on Metro’s website here.