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Operating Challenges & Solutions Change Management

This overview discusses the operational challenges and solutions implemented by Valley Metro, focusing on fare inspection and customer service. Established in December 2008, Valley Metro operates a 20-mile transit system with 33 stations, serving over 12 million customers in 2012. Key challenges include fare evasion and public perception of inspectors. Solutions involve increasing the fare inspection team and providing customer service training while collaborating with law enforcement and community organizations to educate riders about fare policies.

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Operating Challenges & Solutions Change Management

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  1. Operating Challenges & Solutions Change Management Gardner C. Tabon Valley Metro Chief, Safety & Security Phoenix, AZ

  2. Operating Challenges & SolutionsValley Metro System Overview

  3. Operating Challenges & SolutionsValley Metro System Overview • Opened December 2008 • 20 miles • 33 stations • 12,775,294 customers in 2012 • Ticket Vending Machines • Operations Department responsible for maintaining TVMs • Retail outlets

  4. Operating Challenges & SolutionsFare Inspection Overview • Over 60 fare inspectors (contractors) • Handheld devices or HHVs used to verify passes • 14.21% fares inspected • Fare Evasion Rate: 4.69%

  5. Operating Challenges & SolutionsBarrier-Free/Proof-of-Payment System Challenges • Public perception • Ambassador versus Enforcer • Station/Platform use • Non-payment of fare

  6. Operating Challenges & SolutionsBarrier-Free/Proof-of-Payment System Challenges • December 2012, we increased our Fare Inspection team by 52.5% • Provide customer service-related training. Continually reinforce Valley Metro’s customer goals • Work closely with local law enforcement and community outreach organizations • Educate, warn and cite.

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