Amtrak 2012 Annual Report Download - page 4

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Introduction
The National Railroad Passenger Corporation (Amtrak) is a large, complex enterprise focused on the
operation of intercity passenger trains in the U.S. Amtrak was incorporated in 1971 pursuant to the Rail
Passenger Service Act of 1970 and is authorized to operate a nationwide system of passenger rail
transportation. It operates more than 300 trains per day over more than 40 routes, carrying an average of
78,500 passengers daily. Amtrak has slightly more than 20,000 employees and had FY2011 revenues of
$2.7 billion, which included intercity passenger revenues, revenues from related businesses and state
capital payments. Despite recent growth, the United States still has one of the lowest intercity rail usages
in the developed world.
In addition to providing the full range of functions and activities required to operate the national train
system, Amtrak engages in related ancillary business that include:
Operating commuter railroads under contract to their agencies
Providing infrastructure access to commuter agencies and freight railroads
Performing rail services for other rail operators, both commuter agencies and freight railroads, on
a reimbursable basis
Managing and leasing of commercial real estate
Strategic Vision and Key Management Actions
In October 2011 Amtrak released its new Strategic Plan, covering fiscal years 2011 through 2015. This
plan communicates management’ s vision for Amtrak along with strategies and tactics to achieve that
vision. The plan also places greater emphasis on improving financial performance. The following is an
excerpt from the Strategic Plan:
The focus of this plan is to make Amtrak’s bottom line the center of our attention. Certainly we must
keep safety and security as our top priority, and we have other responsibilities to fill as America’s
Railroad. Our strategic plan is a crucial starting point to carrying out our mission in the most
financially effective way possible.
The Strategic Plan contains the following vision statement for Amtrak:
Amtrak is America’s first intercity travel choice for connections to and between the nation’s key
metropolitan areas, providing customer-driven, safe, environmentally-sustainable, energy-efficient
and inter-modally linked service to passengers, communities and partners. Through recognized
organizational excellence, Amtrak’s diverse and talented team will lead the development and growth
of the high-speed and intercity passenger rail system in North America.
In support of this statement, the Strategic Plan establishes the following corporate goals that align with
the Amtrak vision:
Goal 1 – Safety and Security: Become North America’ s safest, most secure railroad by creating a
collaborative, team-oriented workplace culture that minimizes risks and maximizes passenger and
employee safety.
FY2012 Budget Post Board 1.20.12.doc 4 of 79
Goal 2 – Customer Focus: 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.