A Memo From Nathaniel Ford, May 10 2007

"... As an organization chartered with serving the public, it is out business imperative and obligation to adhere to a high standard fo performance and customer service. In this role, we are very visible and undergo constant scrutiny. Recently, the media has reported on a number of incidents that reflect extremely poor work conduct and undermine out objectives for efficiency and safety. This kind of conduct not only puts out customers in a bad position but also puts all of us at risk for severe criticism. In light of this, we need to take steps to ensure that unacceptable conduct does not continue and that people are accountable for their actions and understand the consequences.

"Unfortunately, while highly publicized incidents may represent behavior that is the exception rather than the rule, they quickly erode public confidence and support for SFMTA's efforts to provide excellent transit service. Therefore, I must ask that everyone participate in representing the best interests of our organization, the City, and our patrons by following SFMTA's standards for performance. Our day-to-day routines and work processes must support this priority and must be continuously reinforced at all levels of the organization. Managers and supervisors, in particular, should monitor, track and address concerns, making staff aware of expectations and of what is and isn't acceptable as well as enforcing the proper procedures to correct problems."