Strategic Business Plan
Date Created:
October 2021
What does this plan do?
Lane Transit District’s Strategic Business Plan (SBP) is our roadmap for delivering better service and long-term value to Lane County. Updated every three-five years and reviewed annually, the SBP helps us prioritize what matters most to riders, employees, and the community.
Our four key outcome areas
The plan centers on four priorities that guide every major decision we make:
- Customer Satisfaction – Deliver exceptional customer service that boosts customer advocacy.
- Community Value – Deliver strong value to riders and the broader community through our services.
- Employee Experience – Build and sustain a high-performing workforce by fostering strong employee engagement
- Financial Health – Maintain a strong financial position to sustain our operations for the future.
How the plan works
The SBP aligns LTD’s goals with our other major planning tools—including the Community Investment Plan, Long-Range Financial Plan, and Annual Budget—to ensure transparency, accountability, and long-term sustainability.
This coordinated approach results in:
- More stable and reliable service for our community.
- Stronger customer service and community relationships.
- Clear priorities and shared progress with our partners and stakeholders.
What’s new for 2026–2028
The updated SBP builds on initiatives like Connect 2045 and continues investing in both the customer and employee experience. It reinforces our commitment to delivering accessible, dependable mobility options for residents, families, and businesses across Lane County—today and for future generations.
Why it matters
The Strategic Business Plan connects LTD’s mission, vision, and values to our daily work. It’s an agency-wide effort that focuses our energy on the highest-impact outcomes and guides our direction over the next three years.
Related Documents & Board Actions
The Board of Directors adopted LTD’s first Strategic Business Plan (SBP) in October 2021. As LTD emerged from the pandemic era, the initial SBP priorities were focused on stabilizing performance across customer satisfaction, community value, employee engagement, and financial health. A process was initiated for annual work planning and key performance indicators were introduced through a Quarterly Updated Public Scorecard. The annual accountability cycle has been maintained and includes monthly team check-ins, quarterly public scorecard updates, and an annual process to ensure alignment with current priorities.
