SEPTA GM Creates New Assistant General Manager Position To Oversee Customer Service

Kim Scott Heinle to Lead SEPTA's Customer Service Department

April 24, 2008

PHILADELPHIA, PA  – In creating a brand new senior management position to direct its Customer Service Department, SEPTA General Manager Joseph Casey has appointed Kim Scott Heinle as Assistant General Manager for Customer Service.

“Our sole purpose for establishing this new position is to devote focus on our core business -- serving our customers,” Casey said. “We want to improve the areas of courtesy, communications, convenience and cleanliness. Kim places a high priority on delivering a quality product and will invest his time and energy on improving customer satisfaction. He is committed and passionate about strengthening the manner in which we interact with customers.”

Heinle’s responsibilities will include implementing new communication strategies to determine passenger priorities, utilizing technology to provide a customer-friendly system and inspiring frontline personnel to develop superb passenger relationships.

“We want to be more open and responsive in the way decisions are made and service failures are explained,” Heinle said. “This means communications with customers need to be both timely and consistent. By doing our job well and paying attention to our customers, we can provide excellent service.”

A SEPTA employee since 1984, Heinle previously served as Chief Bus Transportation Officer; Senior Director, Market Development & Sales, and Assistant GM of Light Rail & Suburban Operations.He was also GM of the Cape Ann Transportation Authority in Gloucester, MA prior to joining SEPTA.

Heinle holds degrees from the University of California, San Diego and Drexel University. He is married with four children.