Amtrak 2011 Annual Report Download - page 12

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9
IV. Customer Focus
Amtrak Strategic Goal: Advance customer service quality by responding to the wants,
needs, and expectations of our customers in order to improve their experience and
maximize passenger and partner satisfaction.
In 2011efforts in the Environmental Health and Safety department contributed to
Amtrak’s strategic Customer Focus goal through a variety of Public Health programs.
Key accomplishments included:
Drinking water initiatives that included a comprehensive drinking water
monitoring program for passenger cars and an advanced backflow prevention
program to prevent possible contamination of potable water supplies;
Updated monitoring and control programs to assure that our pest control
service is current with industry standards due to the emergence of bed bugs in
the lodging and travel industries;
Provided recurrent field updates and reviewed critical trends to help improve
food safety on all trains;
Participated in and coordinated Amtrak’s flu vaccination program, through
which approximately 3,000 employees were vaccinated free of charge.
Public Health Programs
Water Sampling Program
Amtrak is involved in several initiatives to meet federal guidelines for the safety of
drinking water for our passengers and employees on Amtrak’s fleet. Several initiatives
are “beyond compliance” processes.
The first initiative—through an agreement with the U.S. Environmental Protection
Agency (EPA) started in 1983—is Amtrak’s Public Health drinking water sampling
program. Each of the four Public Health managers draws potable water samples from
at least 20 passenger cars and one hydrant every month. These samples are tested
at EPA-certified laboratories, and results are based on three levels: