How Video Security Helped MCTS Recognize Great Operators and Strengthen Its Community

Onboard Video Captures Heroes in Action

July 2019

Milwaukee County Transit System (MCTS) began using Luminator's RoadRunner high-definition video security system in 2016 to monitor transit activity, evaluate incidents and accidents, and assist law enforcement with evidence.

The agency soon found another use for its onboard video: recognizing operators for extraordinary acts of service. In late 2016, MCTS created its Excellence program to highlight those moments while working toward longer-term goals that included increased ridership, improved job satisfaction and reduced turnover.

Videos captured operators helping lost children, accident victims and other members of the community. MCTS estimated that its most popular Excellence videos generated as many as 800 million views, excluding additional views through news organizations and their digital channels.

The program also received industry recognition. In July 2019, the American Public Transportation Association honored MCTS with an Innovation Award.

MCTS has used RoadRunner video for professional development, additional coaching and protection of operators from frivolous lawsuits. The agency also tested Luminator's mSET operator performance module, which incorporates video into workflows for reviewing, evaluating, coaching and analyzing event-triggered clips.

At the time of the case study, MCTS had deployed more than 430 onboard video systems across fixed-route and paratransit service and had been a Luminator customer since 1999.

Read the full case study here.