Brian Andrews is dedicated and committed to making the Durham Area Transit Authority (DATA) experience pleasant for its employees and passengers. To ensure DATA was hiring the right people, they revised its interview process — focusing more on candidates with customer service and people skills. DATA also revised its customer service training program, which is now taught in smaller group settings and allows employees to get more one-on-one training, role-playing sessions, and share customer service experiences and challenges they experience while on route.
Andrews increased training for DATA frontline supervisors and partnered with other local transit agencies to maximize training opportunities and information sharing. This approach allows training to take place almost on a monthly basis, has built relationships, created greater opportunities for learning, and is a more efficient and effective use of resources in the region. In addition to local training, Andrews solicits and hosts training offered by the National Transit Institute.
In 2010 Andrews created and introduced an employee computer center; a place where employees can utilize the Internet during their off time. Andrews was instrumental in the purchase of online training software that employees can utilize for free. With more than 100 online self-study course offerings, employees can develop personal and professional skills in many different areas. Taking it a step further, Andrews plans to take advantage of select course modules and offer them in a traditional classroom setting. This way DATA addresses both traditional classroom learning and non-traditional on-line learning styles.
A Win-Win Situation
“DATA employees are the heart of our business and if we create a great place to work and provide those resources that are essential to them doing their jobs efficiently and effectively, we all win. It will be reflected in the way we treat our customers and in the level of service we provide.
“Working in public transportation provides me opportunities to meet and interact with hundreds of people and personalities on a daily basis. My job is my classroom, and needless to say it never gets boring and I am always learning something new."
The Value of Transit
"While in graduate school, I was selected to work on a research study for the NCDOT. Growing up in rural North Carolina, I wasn’t accustomed to using public transportation — however; I quickly realized during my research that public transit was a career path I needed to seriously consider. It was interesting, ever-changing and would allow me to reach both my personal and professional goals. Thus far, it has proven itself to be just that and more.
“I know that public transportation is a vital part of our community. Thousands of people depend on DATA for their livelihoods each and every day. My team and I are tasked with making sure we provide safe, reliable and convenient service to the citizens and visitors of Durham. The greatest satisfaction comes at the end of the day knowing that my staff and I are dedicated to that commitment.
“I would like to see public transit really take off in North Carolina, and become the preferred method of travel in and around the city and region like in many major cities across the country.”
Outside the Office
“My passion is mentoring and working with young athletes. I was fortunate to play football on the collegiate level and I sometimes speak with young athletes about that experience and how it takes a combination of hard work in both the weight room and the classroom to be successful and reach those dreams. My philosophy is if I am able to inspire one kid to work harder or choose to do the right thing when facing a tough decision, I have done my part to make a difference and paid it forward.”
