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Washington State Ferries

Washington State Ferries (WSF) is partnering with the Evans Policy Innovation Collaborative (EPIC) to explore approaches toward improving its model to customer governance and engagement through deeper connection and responsiveness to the diverse customers that it serves. This customer-centered partnership is designed to engage diverse stakeholders in:

  1. assessing current approaches to customer engagement
  2. exploring effective, state-of-the-art models from across the international policy landscape
  3. recommending improvements to WSF’s existing customer engagement policy and practice.

Project Overview

From October 2025 to September 2026, EPIC is partnering with Washington State Ferries (WSF) to:

  • Assess WSF’s current approaches to customer engagement and governance.

  • Map the policy landscape and identify key stakeholders who influence or are impacted by ferry operations.

  • Conduct interviews and focus groups with WSF staff, customers, and community partners to understand diverse perspectives and experiences.

  • Review national and international models of transportation and customer engagement to identify promising practices.

  • Develop customer journey maps to visualize rider experiences and opportunities for improvement.

  • Generate and refine recommendations, in collaboration with stakeholders, to strengthen WSF’s customer engagement strategy.

  • Produce a final report and summary materials with actionable, equity-centered recommendations for WSF leadership.

Project Team

  • AK Sterling
  • Amanda Bankston
  • Cali Jahn
  • Jessika Gill
  • Julianne Slate Weaver

Contact

General inquiries about the project may be addressed to: evansepic@uw.edu.