A confession: I didn't cross paths with that bus at random. Because the bus is equipped with a state-of-the-art CAD/AVL system, I consulted a real-time arrival tool. Then, I positioned myself (safely!) to snap the photo.

I was part of the team that spec'ed, selected and configured the CAD/AVL system. I ensured that our set-up would accommodate the specific quirks of the agency. I also championed internal process changes so we'd get the most from this powerful new tool. Finally, I led an in-house field team to collect more than 5,000 new lat/long records – the very building blocks of any effective CAD/AVL suite.

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When a new order of buses was on the drawing board, I made the case for rear-facing destination signs. Once the new buses arrived, I programmed the sign software to support this new feature.

It's easy to overlook a rear-facing destination sign. "No need to tell people what bus they just missed," hiss the critics. Turns out, that's actually useful information. No one wants to miss a bus – but if you determine you'll need to catch the next bus instead, you can repurpose your time on the fly.

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I initiated a key route network. Participating routes are easily identifiable with route numbers 1 to 10. In addition to making service more approachable, the program helped to define infrastructure priorities, modernize on-the-road supervision practices and establish solid trunks which lower-ridership routes could feed.

This agency runs about 40 bus routes; they range widely in service level and complexity. The key route network – with its simple and frequent options – offers an entry point to increase ridership. If you can count to ten, you can wrap your mind around the transit system. Start here.

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Working with an open-minded maintenance staff, I advocated for a rear window – a readily available option from the manufacturer.

The feature proved very popular with customers, operators and even public safety personnel. The entire vehicle is now "see-through". We're a step closer to crushing myths about the bus as a gloomy, dangerous space. Drenched in natural light, it hardly feels like you're on the bus at all. Instead, you're rolling through the city, fully integrated with your surroundings.

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This agency had dramatically improved its service – but the fleet wore the same look associated with the bad old days. When new buses were on order, I sketched a new paint scheme.

Using components of a larger brand package, I designed the exterior treatment – colors, decal placement, the font used for vehicle numbers. I designed the scheme to be as visually cohesive as it is maintenance-friendly.

In addition to carrying our customers, transit vehicles carry our identity. A distinctive paint scheme converts each vehicle into a rolling brand ambassador – in the very places where our service is available. It'd be like each outpost of a fast food restaurant having its own billboard!

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I implemented a major service change affecting this route. It resulted in more reliable service and higher ridership – as well as savings that we invested into new 24-hour service.

This bus is traveling Route 6, one of the key corridors described above (see Item 3). In its modern form, the route represents multiple improvements and efficiencies over its predecessor, Route 34.

The old route spent about a quarter of its time meandering to a nearly empty mall. Not only was ridership low, but inadequate facilities at the mall rippled into delays over the whole route. The service change moved the mall to another route and allowed a key route to focus on a key corridor.

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Previously, this agency permitted extensive exterior advertising.

I dug in to the numbers. In a good year, advertising was break-even. In many years, it was a net minus: considering body damage caused by ad wraps, frequent disagreements with the vendor and paltry revenue, the cons decisively outweighed the pros. I joined forces with several colleagues to present these findings. It led to a decision to discontinue exterior advertising.

Whether or not you consider this bus attractive, it is unquestionably crisp. And, because it is free of advertisements, it stands proudly for transit as a public asset. Nothing on the bus distracts from that statement.

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I completely revamped scheduling techniques at this agency. I involved an eager crew of novice schedule writers with the overhaul.

We canned generic running times in favor of time-of-day variations. We replaced punishing "turn-and-burn" trip hooks with sensible recovery time. We introduced interlining, we optimized deadheads, we shifted routes between operating facilities – and we did it all with constant input from operators. Route by route, it phased in safer, more efficient and more reliable conditions for everyone.

The photo doesn't make it visible, but this bus is running exactly on time. Underpinning that performance is an intricate web of running times, trips, blocks and runs crafted by my dream team.

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