Pinellas SunCoast Transit Authority (PSTA), St. Petersburg, FL
In April 2021, McCloud Transportation completed PSTA’s Compensation Study. The purpose of the Compensation Study was to provide recommendations to ensure that PSTA remains competitive in the marketplace and can continue to attract and retain a skilled workforce at market rates. This report documented the market compensation peer review, and provided recommendations for administrative classifications that were equitable, both internally and externally. McCloud Transportation determined where PSTA’s salary compensation package ranked with respect to selected peers and agency comparators, and recommended where each position should fall within the recommended structure. McCloud Transportation developed a compensation philosophy, and provided best practices and ways to enhance several specified benefits.
In August 2014, PSTA selected McCloud Transportation to conduct a Service Quality Monitoring to evaluate the quality of PSTA’s service fixed route bus service and customer service. The assessment was conducted from a customer and quality assurance perspective. Observations were conducted on local bus service, express service and trolley service. Anonymous observations were made to PSTA’s Call Center and site visits were conducted to Customer Service Centers (CSC) to observe the quality of service provided by staff to external customers. The Mystery Shopper Program will assist PSTA in enhancing its training of bus operators, CSC staff and will serve as a foundation in improving service delivery.