Operating Challenges & Solutions

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Presentation transcript:

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

Operating Challenges & Solutions Valley Metro System Overview This map is to give you a sense of our system’s coverage. We currently serve three cities with light rail.

Operating Challenges & Solutions Valley 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

Operating Challenges & Solutions Fare Inspection Overview Over 60 fare inspectors (contractors) Handheld devices or HHVs used to verify passes 14.21% fares inspected Fare Evasion Rate: 4.69% Fare Inspectors are considered “Ambassadors” and VM customer service agents.

Ambassador versus Enforcer Station/Platform use Non-payment of fare Operating Challenges & Solutions Barrier-Free/Proof-of-Payment System Challenges Public perception Ambassador versus Enforcer Station/Platform use Non-payment of fare One of the things we’ve improved is the public’s perception of ridership (i.e., those that ride “free”, and the system being safe)

December 2012, we increased our Fare Inspection team by 52.5% Operating Challenges & Solutions Barrier-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.