Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
JUNE 18, 2015
Subject/Action
SUBJECT: CUSTOMER EXPERIENCE TECHNOLOGY IMPROVEMENTS
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE status report on efforts underway to use technology and innovation to improve the customer experience on Metro's Bus and Rail system, and mobility in the region in general.
Issue
ISSUE
This report provides key accomplishments since the last update in February 2015 to further the goal of improving the customer experience as well as a look-ahead to the next quarter.
Discussion
DISCUSSION
The following is a summary of progress on customer focused activities for the referenced period.
1. Metro Gamification Study - Completed
The Coro Fellowship was commissioned to author a white paper on gamification in transit with the goal of retaining riders and increasing ridership. The paper includes sections on gamification theory, demographics, examples of successful programs employed at other transit agencies and concludes with some considerations and recommendations for implementing a gamification program at Metro. Interviews with gaming departments at both UCLA and USC were conducted along with live customer surveys over a two-week period in several service areas within the county.
2. Customer Oriented Technology Based Investment Strategy - Completed
The Customer Oriented Technology Based Investment Strategy is a comprehensive technology strategy which focuses on improving the customer experience.
The strategy includes: a summary of findings of existing customer facing systems and services which currently fall short of the ideal experience; a customer experience journey lifecycle model with identified customer touch-points; and a vetted and ranked list of applications which will improve/enhance the customer experience at customer touch-points.
During the course of the project, existing applications and practices were analyzed, ...
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