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Operating Challenges & Solutions Change Management

Operating Challenges & Solutions Change Management. Gardner C. Tabon Valley Metro Chief, Safety & Security Phoenix, AZ. Operating Challenges & Solutions Valley Metro System Overview. Operating Challenges & Solutions Valley Metro System Overview. Opened December 2008 20 miles 33 stations

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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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