Commitment to the Community

CATS works for you sentence in front of a picture of two women walking alongside rail platform

Blue Banner thats says Message From Our CEO

We’re looking forward at CATS. Our entire organization is committed to building a safe, reliable transit system that meets the needs of our expanding region, as evidenced by the commitment and dedication our employees make each day. As we continue to make progress toward this bright future, one of our goals is to further prioritize clear communication within the communities we serve to ensure you understand how CATS is working for you.

As a result of listening to our employees and the community, we have identified three major areas of focus for our future work: fostering confidence through improved service and increased safety, leading with long-term vision and increasing engagement. CATS is dedicated to redefining what transit means for our region and building a transit system that is sustainable, inclusive, innovative, and responsive to the needs of our communities.

Below, we have outlined some of the ways that CATS is building a transit system we can all be proud of as “CATS Works for You”.

 

Respectfully, Interim CEO Brent Cagle's Signature alongside his headshot

CATS bus stop with a blue filter over the photo and text that says our commitment

Rider waiting for a CATS bus

Our organization is actively working to create safe environments for our employees, riders and the entire community and to deliver reliable, enjoyable service across the system. This commitment highlight updates in:

Service and Rider Experience

  • Refreshing old and outdated vehicles with a more sustainable fleet.
    • 20 battery electric buses in service with another 15 on order.
    • Over 50 new fixed route replacement buses are on order and will go into service throughout the next year.
    • Over 50 STS paratransit replacement vehicles will go into service this year.
  • Improving bus stops and shelters
    • 16 new bus shelters have been installed and five more will be installed soon.
    • Solar lights have been installed at select shelters across the network.
  • Newly hired bus service contractor WeDriveU is committed to improving the customer experience and overall reliability of the service.
  • Free Wi-Fi is available to riders on all CATS bus and rail vehicles.
  • Mobility options are being expanded by modernizing services through microtransit implementation and signal priority deployment.
  • Microtransit will be implemented in the northern portion of Mecklenburg County in 2025.
  • Established a transit ambassador program to assist passengers throughout their journey.
  • Improving technology to support riders through:
    • Real-time vehicle tracking.
    • On-vehicle communication.
    • Enhancements to the CATS-Pass app.
  • Launched fare capping which is a flexible, cost-saving option that rewards customers with a free $88 monthly pass once they have paid the equivalent in fares.
  • Launched a pilot bus stop QR code sign program that links riders directly to the CATS-Pass app to track their ride in real-time.
  • Expanded recruitment efforts that have decreased vacancy rate to lowest in years.
  • Established training programs through eServe Academy to support new applicants, while also creating opportunities to help current employees advance their careers.
  • Conducting a system-wide analysis of travel time to improve reliability and on-time performance of the system.

Safety

  • Increased security at stations and on vehicles.
  • Added additional evacuation gates and signage to prevent accidents and minimize misuse of restricted areas along the Blue Line.
  • Enhanced systems to better  monitor and manage rail operations along the Blue Line.[PE1] 
  • Implementing de-escalation training for employees to better equip them to navigate and manage difficult situations.
  • Implemented specialized employee training for how to engage with those in crisis.
  • Integration of See Say app into CATS-Pass app to improve accessibility.
  • Implementing the newly created CATS Connect program which supports the unhoused community and those in crisis by connecting them to resources through community partnerships.

 

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We continue to explore ways to improve and expand our system in order to drive economic development and upward mobility - not only now, but for decades to come.
Here is how we are working to expand transit access and continue to invest in our system to meet the evolving needs of our community:

Areas of Opportunity

  • Ongoing implementation and evolution of Envision My Ride/Better Bus, which strives to improve the reliability of the bus system through additional routes, increased frequency and mobility hubs to improve transfer connections between buses and other modes of travel.
    • Microtransit, an on-demand transit option similar to Lyft or Uber, uses smaller vehicles to provide service within designated zones.
    • Developed the Better Bus program, which will modernize signage, improve accessibility, optimize routes, integrate microtransit and adapt services to the needs of a post-pandemic world.
    • Continue to partner with the Corridors of Opportunity team to implement high-frequency services and mobility hubs.
  • Expanding CATS future network and reach through projects like:
  • Expanding transit opportunities and connectivity beyond the Charlotte area through regional mobility initiatives like:
  • Developing a comprehensive zero-emission bus strategy with a focus on fleet electrification, which would replace diesel buses with low or no-emission vehicles and improve infrastructure.
  • Creating system simplicity, including:
    • Revisiting and simplifying our fare structure.
    • Revisiting transit maps and routes to make it easier to comprehend the system.
    • New signage program that better communicates service aspects like frequency and direction.
    • Simplifying how we communicate with riders.

 

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CATS is engaging with the community, regional leaders and our employees, as well as partnering with other area leaders to understand and address the unique challenges and opportunities of our region. This commitment to engagement will address updates in: 

Community Engagement

  • Revamping our public engagement process around service improvement, increasing transparency, two-way dialogue and implementing a better system for responding to feedback and providing updates.
  • Public input sessions to inform the vision of future projects, including:
  • CATS’ customer experience team is dedicated to identifying opportunities for improvement.
  • Creating more opportunities to meet with or hear from members of the CATS leadership team.
  • Developing a new website with improved accessibility to information and more opportunities for engagement.
We welcome your feedback
If you have questions or suggestions as we work to improve our system, please submit them here.
 
Rider boarding a CATS bus
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