SUMMARY

Inclusive Virtual Public Involvement for Public Transit

This research will help public transit agencies enhance public engagement by using that engagement more effectively. Virtual public involvement (VPI) can give transit agencies more inclusive and equitable public input; build meaningful, enduring relationships; and better serve the community. Virtual tools and techniques facilitate two-way communication with the community, potential passengers, and current riders. Early research on VPI (pre-2020) focused on transit agencies’ use of online platforms to inform riders and others (one-way communication), rather than to collect feedback from the public and engage key constituencies (two-way communication).

With the advent of the COVID-19 pandemic in early 2020, transit agencies across the United States dramatically modified their operations in response to stay-at-home orders (evolving health and safety requirements, increasing vehicle maintenance and cleaning schedules). Public involvement also dramatically changed, requiring transit agencies to rapidly pivot to virtual platforms and social media to communicate with their riders, the public, policymakers, and community organizations.

After 3 years of COVID-19 safety precautions limiting in-person engagement, online public hearings, asynchronous outreach events, hybrid meetings, and online surveys have evolved from necessary to customary. The public, advisory groups, boards of directors, policymakers, and passengers have come to expect online engagement, virtual convenings, and the routine use of social media for promotion and information sharing.

Despite the rapid adoption, development, and expansion of virtual platforms and strategies, the concern remains that virtual engagement efforts may not be fully effective, inclusive, or equitable. This research report is intended to inform public transit agencies and transportation providers not only about the current state of VPI, but also VPI best practices, particularly prioritizing diversity, equity, and inclusion.

• In the national online survey conducted for this study, 92% of responding agencies indicated it is likely or highly likely they will continue using VPI tools, and 95% affirmed that they feel the public will expect continued VPI options.
• Insights from this research can provide vital information to support transit agencies of any size or level of experience with VPI, offering methods and practices for effective, inclusive public involvement.

The report includes sections on primary research findings, strategies for transit agencies seeking to enhance their VPI, incorporating VPI into decision-making, and research highlights.

Primary Research Findings

Although VPI has increased public participation, a national survey and focus groups with 18 transit agencies indicate that barriers for underserved groups remain. However, transit agencies can mitigate some of those barriers. As national broadband policy changes, transit agencies can also leverage expanded connections to help underserved groups participate in VPI through better digital access. Meeting target audiences, especially underserved groups, “where they are” is key to connecting effectively and equitably. However, while VPI may increase the number of participants in public involvement, it is not without tradeoffs.

Strategies to Enhance VPI

Specific strategies for enhancing VPI start with addressing the digital divide, which refers to limited access to online communication tools such as high-quality internet access, devices (smartphones, computers, tablets), and the capacity to comfortably navigate virtual services, which can prevent or constrain participation in virtual or digital activities. Language comprehension and accessibility can also be addressed, in part through collaborations with community and intergovernmental partners. Considering customers’ preferred platforms, methods of engagement, and needs also increases buy-in from target groups, e.g., a preference for WhatsApp among specific groups. Other strategies look at formalizing early VPI adaptations into ongoing practice, such as incorporating local officials and subject-matter experts into virtual meetings to make them more compelling. This section of the report concludes with management considerations regarding staffing, training, and other resources for strengthening and diversifying VPI practices, including hybrid events.

Incorporating VPI into Decision-Making

This section examines ways of making connections and fostering support, especially by working in concert with local leaders and community partners. This section also presents the virtual platforms most frequently used by transit agencies to share information and invite feedback, and those embraced by community organizations as pathways for input, discussion, and community-building. It concludes with what transit agencies can do to measure success and gauge effectiveness, in addition to tracking attendance, by looking at issues such as participant demographics, repeat participation, quality of input, and depth of engagement among participants.

Illustrative examples from transit agencies and community-based organizations describing or highlighting innovative VPI practices are included throughout the report.

Research Highlights

The report closes with highlights from four research tasks and their associated appendices:

• Appendix A: literature and best practice review
• Appendix B: national survey about transit agencies’ and transportation providers’ experiences implementing VPI
• Appendix C: focus groups with 18 transit providers from small, medium, and large transit systems providing service in varying geographies
• Appendix D: focus groups with representatives from 22 community-based organizations targeting their VPI efforts toward underserved groups