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CITT ambassador program marks second anniversary as county rolls out app rewards and real‑time alerts
Summary
The Citizens' Independent Transportation Trust reviewed community engagement work and the CITT ambassador program, which reported more than 200 approved ambassadors, expanded survey volume and new app features to integrate E‑ZPass credit rewards and real‑time reporting to DTPW.
OCITT staff told the Citizens' Independent Transportation Trust on Jan. 29 that the CITT ambassador volunteer program has grown to about 200 approved ambassadors and that the program is integrating its mobile app with reward features and real‑time complaint dispatch to the Department of Transportation and Public Works.
Carla Damian, chief community engagement officer for OCITT, and Cheryl Metzel, who leads the ambassador program, briefed the trust on outreach, social media and ambassador milestones. Damian said OCITT participated in municipal and civic events across the county and is adding a digital media specialist to the team; she also listed multiple upcoming municipal presentations planned with local governments.
Ambassador program highlights: Metzel said the ambassador program—s first full year of top‑performer recognitions concluded in 2024 and that ambassadors had reached an average of more than 840 surveys per month in the past quarter. She added that the program has launched a Power BI email alert in test mode with the Velocia (ambassador app) vendor so that reports such as downed escalators, offensive language and air-conditioning complaints get dispatched in real time to DTPW.
"Bellocia is now the in the process of adding Miami Dade County E Z Pass credits as rewards for CITT ambassadors to redeem and apply directly to their transit cards within the ambassador app," Metzel told the trust. Staff also said ambassadors reported higher on‑time performance experiences for some modes than internal DTPW metrics, which OCITT interprets as reflecting ambassadors— greater familiarity with routes and schedules.
Why it matters: the program creates a structured channel for frequent riders to report service issues and provide qualitative feedback. County staff said integrating automated alerts and in‑app rewards aims to both increase participation and speed the transfer of operational problems to DTPW.
Next steps: OCITT is recruiting for a digital media specialist, expanding municipal outreach, and will announce the ambassador of the year at a Feb. 5 event with the mayor and partners.
Ending: OCITT staff asked trust members to help publicize open positions and outreach opportunities; they noted recent coverage of Amtrak and the Sunshine Station in local media and said they will continue cross‑agency coordination.
