Meeting_Body
OPERATIONS, SAFETY AND CUSTOMER EXPERIENCE COMMITTEE
SEPTEMBER 18, 2025
Subject
SUBJECT: REVIEW OF METRO BUS PASS-UPS
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE the Office of the Inspector General (OIG) Final Report on the Review of Metro Bus Pass-Ups (Report No. 25-AUD-07) (Attachment A).
Issue
ISSUE
As part of its ongoing effort to ensure that Metro provides first-class transportation services to its customers in the most effective and efficient manner, the Office of the Inspector General (OIG) conducted a Review of Metro Bus Pass-Ups. The goals of this review are to provide the Metro Board and Metro Management with an independent analysis of bus pass-ups, determine to what extent bus pass-ups negatively impact Metro operations, and recommend how Metro can improve overall operations and bus operators' performance by reducing instances of bus pass-ups. The Lopez Group LLP was hired as the consultant to conduct this review on behalf of the OIG.
Background
BACKGROUND
The Los Angeles County Metropolitan Transportation Authority (Metro) serves as the planner, coordinator, designer, builder, and operator of the public transportation system for the Los Angeles region. More than 10 million people - nearly one-fourth of California's residents - live, work and play within Metro's 1,479-square-mile service area. Metro provides an extensive network of over 165 bus routes and an in-service fleet of 2,044 buses.
According to Metro Operations, the available in-service bus fleet includes the bus fleet currently assigned and operating and buses at the division shops for inspections, maintenance/service, or awaiting repair.
Metro Customer Relations Department is responsible for the intake of customer complaints and operating the Customer Comment Analysis & Tracking System (CCATS). Complaints are received by telephone, email and the Metro website through Passenger Relations Representatives and ...
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