Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
MAY 21, 2026
Subject
SUBJECT: REVIEW OF METRO’S PAYMENT SYSTEM AND SIGNAGE AT PARKING LOTS FOR THE 2026 FIFA WORLD CUP
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE Office of the Inspector General (OIG) Final Report on Review of Metro’s Payment System and Signage at Parking Lots for the 2026 FIFA World Cup
Issue
ISSUE
The Office of the Inspector General (OIG) conducted a Review of Metro’s Payment System and Signage at Parking Lots for the 2026 FIFA World Cup (the “Lots”). The objective of this review was to evaluate whether Metro’s parking payment system is clear, user-friendly, accessible, and functioning as intended, and whether parking facility signage is properly installed, visible, and fully compliant with applicable laws and standards to effectively support that event.
Background
BACKGROUND
Metro’s parking payment system and signage are critical to the patron experience and the enforcement of parking rules under the Metro Parking Ordinance. All signage must comply with applicable laws and standards, including the California Vehicle Code (CVC), the Americans with Disabilities Act (ADA), the California Manual on Uniform Traffic Control Devices (CA MUTCD), and relevant local ordinances. Reliable signage and payment systems ensure clear guidance for patrons and support lawful payment enforcement actions.
Since the resumption of paid parking following the lifting of COVID-19 restrictions, Transit Court has received complaints regarding malfunctioning kiosks and mobile applications that, in some cases, prevent successful parking transactions. These issues highlight the need for an accessible, user-friendly, and dependable payment system. Proper signage has also proven critical; for example, in early 2025, Union Station impound signage was updated to meet CVC requirements.
Special event signage, such as at SoFi Stadium for Rams or Chargers games and concerts, informs patrons of temporary parking rates. In late 2025, following an increase in citation appeals related to special event rates and signage, Transit Court recommended that Parking Management maintain a log documenting the date and time temporary rate signs are posted, and ensure they are installed at least 24 hours before enforcement of new rates. These measures help reduce citation disputes and ensure transparency.
The Parking Operations group manages Metro’s day-to-day parking programs, including oversight of the payment system, coordination with contractors, monitoring revenue, and addressing operational issues. Signage for the World Cup is handled by the Signage Workstream under the Customer Experience Office.
Metro contracts with L and R Auto Parks, Inc. (DBA Joe’s Auto Parks) to operate Park and Ride facilities; Metro Auto Parks manages parking at Union Station; and SP Plus Corporation provides enforcement services. Parking violations are processed through Metro’s Transit Court.
With the anticipated increase in transit and parking demand during the 2026 FIFA World Cup, ensuring a functional payment system and compliant signage is essential to support Metro’s efficient and effective operations and a consistent, positive experience for all Metro patrons.
Discussion
DISCUSSION
We reviewed parking facilities designated for use during the 2026 FIFA World Cup. Parking facilities intended to support transit riders by providing reserved or regular transit parking include the following:
Operated by Metro -
• Hawthorne/Lennox
• Crenshaw
• North Hollywood
• Pierce College
• Union Station
• Harbor Gateway Transit Center
LAX/Metro Transit Center - No on-site parking available; however, shuttle service for the FIFA World Cup will be available to transport passengers to SoFi Stadium, where matches will be held.
Not Operated by Metro -
• Downtown Long Beach
• El Camino College
• Santa Monica Station
Metro continues to work with additional transit agencies and municipalities, adding parking lots for the 2026 FIFA world Cup. Additionally, Metro is preparing for a surge in visitors by adding more than 300 buses and offering direct-to-stadium service across Southern California.
Overall, the review found that Metro’s parking payment system functions as intended and is generally user-friendly and accessible; however, opportunities exist to further streamline the payment process to enhance ease of use for parking lot patrons. Parking signage at the facilities reviewed generally complies with applicable laws and regulatory requirements, with some exceptions noted.
The review identified opportunities to strengthen signage maintenance and consistency, as well as parking enforcement practices. Key issues include unauthorized parking activities and abandoned vehicles, deteriorated or inconsistent signage, incomplete ADA signage, and non-transit use of parking facilities.
This report includes 11 recommendations to strengthen operational controls, ensure consistent enforcement, and enhance service for Metro patrons.
Recommendations
RECOMMENDATIONS
Finance (TAP), Customer Experience Office, and Operations (Parking Management)
1. Consider enhancing the parking payment system by enabling customers to pay for parking directly using their TAP card, with the parking fee automatically deducted from the card balance.
2. Implement an “Open Pay” option for parking lot fees where patrons may simply use a bank card to complete the parking fee transaction.
Operations (Parking Management)
3. Coordinate with parking enforcement personnel to strengthen monitoring and enforcement activities at locations where unauthorized or abandoned vehicles are observed.
4. Instruct enforcement personnel to prioritize high-risk locations and 2026 World Cup Lots and address long-standing violations promptly.
5. Increase the frequency of signage inspections beyond quarterly audits, particularly at high-traffic stations and during special event periods, particularly for the Lots serving the 2026 World Cup.
6. Develop and implement standard operating procedures for the timely repair, cleaning, or replacement of damaged, defaced, or improperly installed signage. Define response timelines based on severity and high-traffic parking facilities, , particularly for the Lots serving the 2026 World Cup.
7. Implement a regular maintenance and inspection program to ensure markings and signage remain visible and compliant.
8. Provide training to facility staff on accessibility standards and the importance of maintaining compliant spaces.
9. Periodically inspect payment kiosks and implement maintenance procedures to ensure kiosks remain in good physical condition.
10. Determine whether the use of the Crenshaw parking facility by buses transporting passengers to and from a casino is authorized under Metro policies or agreements. If the activity is unauthorized, coordinate with enforcement personnel to prevent unauthorized use of Metro parking facilities by non-patrons. Consider engaging with the casino to explore formal arrangements or alternative solutions that align with Metro policies.
Customer Experience Office (Creative & Brand)
11. Update signage for all accessible parking spaces to ensure full compliance with California ADA requirements.
Equity_Platform
EQUITY PLATFORM
The results of this review may support positive equity outcomes if Metro implements the recommendations. Strengthening oversight of parking facilities and updating signage to match ADA requirements can enhance safety, accessibility, and consistency across locations, benefiting both patrons and employees. Collectively, these improvements can help ensure a more equitable, reliable, and user-centered experience for all Metro parking users.
Vehicle_Miles_Traveled _Outcome
VEHICLE MILES TRAVELED OUTCOME
VMT and VMT per capita in Los Angeles County are lower than national averages, the lowest in the SCAG region, and on the lower end of VMT per capita statewide, with these declining VMT trends due in part to Metro’s significant investment in rail and bus transit.* Metro’s Board-adopted VMT reduction targets align with California’s statewide climate goals, including achieving carbon neutrality by 2045. To ensure continued progress, all Board items are assessed for their potential impact on VMT.
As part of these ongoing efforts, this item is expected to contribute to further reductions in VMT. This item supports Metro’s systemwide strategy to reduce VMT through operational/administrative activities that will improve and further encourage transit ridership, ridesharing, and active transportation. Metro’s Board-adopted VMT reduction targets were designed to build on the success of existing investments, and this item aligns with those objectives.
*Based on population estimates from the United States Census and VMT estimates from Caltrans’ Highway Performance Monitoring System (HPMS) data between 2001-2019.
Implementation_of_Strategic_Plan_Goals
IMPLEMENTATION OF STRATEGIC PLAN GOALS
Recommendations support strategic plan goal no. 2: Deliver outstanding trip experiences for all users of the transportation system.
Next_Steps
NEXT STEPS
Metro management agreed to implement 10 of the 11 report recommendations. Some have already been completed, with most of the remaining actions scheduled for completion within this calendar year. Finance will revisit the recommendations upon completion of the TAP Plus implementation, which is scheduled for Fall 2027.
Attachments
ATTACHMENT
Attachment A - Final Report on Review of Metro’s Payment System and Signage at Parking Lots for the 2026 FIFA World Cup (Report No. 26-AUD-07)
Prepared_by
Prepared by: Asuncion Dimaculangan, Senior Auditor, (213) 244-7311
Yvonne Zheng, Senior Manager, Audit, (213) 244-7301
George Maycott, Senior Director, Special Projects, (213) 244-7310
Reviewed_By
Reviewed by: Karen Gorman, Inspector General, (213) 922-2975
