Behind the Scenes: Gregory Edwards’ Leadership Inside the Metro Integrated Command & Communications Center

Every day, hundreds of thousands of people rely on the Metro system to get to their destinations across DC, Maryland, and Virginia.??

Our customers are always seeking vital information that can enhance their travel experience and ensure a hassle-free journey. To meet these needs, Gregory Edwards, a seasoned transit leader with 27 years in the industry, oversees the daily operations that keep our Metrorail and Metrobus services running smoothly. He ensures customers are well taken care of, that our services are running efficiently, and that his team can respond quickly to emergencies.??

As Director of the Bus Operations Communications Center for the past five years, Edwards worked his way up to become the Vice President of the Metro Integrated Command and Communication Center (MICC), located in a new building at Eisenhower Avenue in Alexandria, Virginia. This facility is home to over 1,400 employees and houses various sections, including the data center, cybersecurity operations, bus and rail video teams, communications, and administrative support. ?

For the very first time, operations and customer communications are housed under one roof, eliminating the need for separate control centers. ?

"We had a rail operations center, and we had a bus operations center, but we brought both of them together into one facility," said Edwards. "Generally, whenever there is a rail emergency, they will always call the bus section. The idea is to coordinate and pull everything together sooner to have a better response and improve the customer experience by resolving issues quicker."?

The MICC team handles day-to-day operations, coordinates special events, and helps plan alternative routes or set up detours using Metrorail.?

“Same thing happens with bus. We work with our street supervisors whenever there is an event downtown in the District that blocks some of our corridors. We work with our supervisors on the street to set up detours to address traffic or construction impacts and send messages out to our customers about service changes and how they can continue their trip."?

According to Edwards, strategizing is a crucial part of the daily routine at the MICC.?

"What are we doing, how are we doing it, and how do we communicate it."???

During emergencies, the MICC becomes even more essential, said Edwards.?

“Customers are looking for information about their next train or bus, especially when they want to get home after a long day’s work.”?

With everyone in the same facility, it allows for more efficient communication and decision making, resulting in a better customer experience both on social media and throughout the Metro system.?

"We're right there. We're right there in the moment. Everyone is making decisions at one time about any situation or incident,” said Edwards. “Customers are well-informed through social media updates, station announcements, and on-site staff who can explain what’s going on.”??

The team closely monitors thousands of cameras throughout the Metrorail system and the status of Metrobuses tracked using Automated Vehicle Locator. This system provides schedule and route information to bus operations staff. Edwards said they also keep an eye on the weather to respond accordingly. ?

“We have a lot of Key Performance Indicators (KPIs) that we watch daily or, as we go through the day, with on-time performance for rail and bus so a lot of information that's pertinent to the staff on the floor, with indications of where we are with service and then how we're performing while we're monitoring and watching that service."?

The MICC is currently hiring 24/7 staffing, and Edwards expects they will achieve this by early 2024. ?

"And why 24/7? Because we operate on a 24/7 basis. Even when trains and buses aren't running, we still perform maintenance, and run some buses. Some bus service requires oversight that spans the entire day.”?

Overall, Edwards said he is proud of the MICC team and always encourages them to see the glass half full.?

"We will have some rainy days when we don't feel good about our performance. Still, we get up, we try it again, and we get better. We're making a difference in this region. Without Metro, this region doesn't run."?

As for Edwards - who has been in his new role for over sixty days - he's grateful for the experiences that have led him to this point.?

"My journey of learning the industry and working my way up through the ranks has prepared me for this moment. I’m grateful for the opportunity to lead,” he said.?