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Customer-Focused Public Involvement AzTA Annual Conference April 23, 2013

Customer-Focused Public Involvement AzTA Annual Conference April 23, 2013. Customer: The Rider. 250,000/day on bus/light rail 65% between 18-44* 47% without a car 38% students 31% commuters System extends c ountywide. *2010-11 Origins and Destination Survey.

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Customer-Focused Public Involvement AzTA Annual Conference April 23, 2013

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  1. Customer-Focused Public Involvement AzTA Annual Conference April 23, 2013

  2. Customer: The Rider • 250,000/day on bus/light rail • 65% between 18-44* • 47% without a car • 38% students • 31% commuters • System extends countywide *2010-11 Origins and Destination Survey

  3. Case Study: March Fare Increase • $.25 increase to local bus/light rail • $.50 increase to Express/RAPID • Effective March 1 • Last increase in July 2009

  4. Fare Change Outreach • Some of our tools: • Online survey (1,047) • Intercept surveys (300) • Open houses (11 – 93 attendees) • Public hearing (1 – 24 attendees) • Webinar (1 – 22 attendees) • Tweet Chat (1 – 8+ participants)

  5. Fare Change Communication • Some of our channels: • Bilingual print advertising (5 ads) • Door hangers on vehicles (60k) • A-frame signage (35 locations) • Broadcast emails (3,500+ viewers) • Social media (80+ posts) • News releases (35 news stories) • Website (2,500 visitors to /farechange)

  6. Lessons Learned • Be where the people are • Intercept survey was very effective • Growing interest in technology • Use of webinars, social media • Spanish outreach is critical • Electronic surveys are popular • People are too busy

  7. Customer: The Business Owner • 600+ businesses along future lines • Central Mesa: 3.1-mi to downtown Mesa • Northwest Phoenix: 3.2-mi to Dunlap Ave. • Small, locally-owned • Challenged by economy

  8. Case Study:Business Assistance Program • Developed with city/community partners • Valley Metro programs: • Dedicated staff / 602-254-RAIL • Signs and banners • Peer-to-peer business forums • Community Advisory Board (CAB) • Marketing / METRO Max Rewards

  9. 2013 Marketing Campaign • Rally around businesses • It’s your duty • It’s a shared responsibility • Custom for each line

  10. Lessons Learned • From 20-mile line: • Get engaged early • Have a variety of programs/partners • Garner strong community advocates • Customize for each community • Innovate

  11. Q&A Hillary Foose Valley Metro 602-322-4468 hfoose@valleymetro.org

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