Metro - File #: 2016-0275

• File #: 2016-0275
• Type: Informational Report
• Status: Filed
• File created: 3/25/2016
• In control: Executive Management Committee
• On agenda: 4/14/2016
• Final action: 4/14/2016
• Title: RECEIVE AND FILE report back on a January 2016 motion and a quarterly status report regarding improving customer service and experience through use of technology and innovation.
• Sponsors: Finance, Budget and Audit Committee
• Indexes: Amtrak, Ara Najarian, Call For Projects, Central Los Angeles subregion, City of Los Angeles, Customer service, Eric Garcetti, First/Last Mile, Grant Aid, Hilda Solis, Housing, Hubs, Informational Report, Los Angeles Union Station, Maintenance, Metro Purple Line, Metro Rail A Line, Metro Red Line, Metrolink, Mike Bonin, Motion / Motion Response, Partnerships, Passenger information systems, Patsaouras Plaza Busway Station, Payment, Request For Proposal, Safety, San Fernando Valley subregion, South Bay Cities subregion, Subway stations, Testing, Transfers, Transit buses, Transit Passenger Information System, Westside Cities subregion, Zoning
• Related files: 2016-0086

Date	Action By	Action	Result
4/14/2016	Executive Management Committee

Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
APRIL 14, 2016

Subject/Action
SUBJECT: USE OF TECHNOLOGY TO IMPROVE CUSTOMER EXPERIENCE
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE report back on a January 2016 motion and a quarterly status report regarding improving customer service and experience through use of technology and innovation.

Issue

ISSUE
This serves as a report back on a motion made in January 2016 by Directors Garcetti, Solis, Bonin and Najarian, and provides a quarterly status report on key accomplishments and technological activities in the last quarter to further the goal of improving the customer experience.

Discussion
DISCUSSION

1. The following is a summary of initial findings and current status on directives initiated by the motion:

A. Prioritize and accelerate the full installation of cellular and Wi-Fi infrastructure and service in MTA tunnels, underground stations, and provide a status report on the execution of agreements with cellular service providers, with the goal of a system with no "dead zones" for cellular and internet users.

The installation of cellular service in the subway tunnels has been deemed a very high priority by the CEO. To that end, another major milestone was reached in Metro's effort to provide wireless cellular coverage in our subway system. On February 18th, Sprint followed Verizon Wireless's lead in signing a formal agreement with Metro's contractor, InSite Wireless, to provide cellular service in our subway system.

When implemented, this system will provide continuous wireless phone coverage and Internet access to Verizon and Sprint subscribers from above ground, down onto the subway station platforms and then onto the subway trains.

It should be noted that Verizon is in the process of a major upgrade to their overall cellular network technology. Rather than installing the older technology that they are phasing out, Verizon is implementing the newest technology i...