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

2. 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.

3. 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

4. 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.

5. 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)

6. 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.