Reinstill faith. Reaffirm the mission. And reinforce confidence. That was Phillip A. Washington's goal when he took over the reins of the troubled $6.5-billion FasTracks transit construction program as general manager of Denver's Regional Transportation District (RTD) in 2009.
He directed the creation of a transparent "lessons learned" document to help boost the staff's morale. "The information we had at the time was what we had to deal with," he says. "Don't become too defensive. Move on." The document is refreshed every year.