It’s no secret that public transit in the US is struggling to grow. There are, however, a few cities, including Pittsburgh, Pennsylvania, that are managing to slow the downward trend relative and provide strong rider experience that is keeping more riders with the service.

What is this Pennsylvanian city doing to keep people riding at a rate that’s 92 per cent higher than the national average? It is continuing to implement new solutions and not shying away from the challenges that transit agencies face. This is where Pittsburgh’s Port Authority and city government excels, and their success provides key lessons that other cities and transit agencies should heed.

With the 26th largest public transit system in America – largely reliant on buses – Pittsburgh is a bit of an unlikely candidate for such a high rate of ridership. When looking closer, it becomes apparent that the city and Port Authority’s continued commitment to address issues and develop new strategies and services makes this transit system stand out.

Ride-hailing apps, like Uber and Lyft, have varying impacts on transit ridership around the country. The effects differ depending on location and mode – with bus networks seeing more of a negative impact than rail due in part to their first/last mile focus that directly competes with the ride hailing model. Pittsburgh has been lucky, because studies have found that the apps are having negligible impacts on transit in the city – except late night-buses and a bus route to the airport, which have seen declines.

Rather than accept that riders will continue to choose TNC’s over public transit, the Port Authority is actively working on ways to bring riders back and is evaluating better ways to co-exist with ride-sharing companies. One such example is adding luggage racks on buses that travel to and from the airport, to improve the experience for riders who might be lured by the ease of taking an Uber to the airport rather than dealing with where to store suitcases on a bus.

The city also recently appointed a mobility & infrastructure director , Karina Ricks - to work with residents and transit agencies to figure out the best way to improve transportation throughout Pittsburgh. The city’s mayor Bill Peduto created the Department of Mobility & Infrastructure and appointed Ricks as the Department’s director, after a study found that none of the city’s government agencies had direct oversight of transportation issues. This willingness to find solutions and restructure government agencies to better serve transportation needs is a great example of what makes the city excel.

Innovative new services are also integral to Pittsburgh’s success. The Port Authority recently rolled-out a bus-to-bike option for commuters that will allow them to switch directly from a bus to a bike offered through the city’s bike share, for a free ride to their final destination. Seamlessly combining different transportation options directly benefits riders by providing a better overall experience. The simpler an agency can make the journey for riders, the more inclined riders will be to use the service – especially when it’s often a much more economical option than alternatives like ride-sharing.

This innovation isn’t limited to the Port Authority. Mayor Peduto’s office also hasn’t hesitated to implement new ideas that might improve rider experience. One such initiative involves a partnership between the mayor’s Office and the Pittsburgh Downtown Partnership that will rearrange traffic flow for vehicles, buses and pedestrians on the city’s busy Liberty Avenue. The project will add a dedicated bus lane for outbound buses – minimising delays – and add a sidewalk extension that separates pedestrians from those waiting for a bus, reducing sidewalk bottlenecks.

The end result should provide a much needed reduction in congestion for the thousands of Pittsburgh commuters that walk or ride along the street each day. The mayor’s willingness to invest in new ideas and take calculated risks to improve traffic flow is the type of initiative that other cities should replicate to solve their own transportation dilemmas.

Pittsburgh has managed to become a top city for public transit use due to the willingness of city officials to collaborate, experiment and face challenges directly. It’s a sentiment that cities around the country should replicate as they combat the downward trend that plagues many transit systems. Recent budget cuts to the Port Authority threaten Pittsburgh’s success due to imminent service cuts, but the city’s proven track record of innovating in response to challenges positions it well to find cost-saving ways to mitigate issues and continue to improve service for riders.

Brian Zanghi is chief executive of the transport ticketing company Masabi.