Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
JUNE 18, 2025
Subject
SUBJECT: RESPONSE TO MOTION 48: ENHANCING THE EFFECTIVENESS OF THE LIFE PROGRAM
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE an update on the Low-Income Fare is Easy (LIFE) Program in response to Board Motion 48, Enhancing the Effectiveness of the LIFE Program.
Issue
ISSUE
The Low-Income Fare is Easy (LIFE) program provides subsidized fares to low-income riders on Metro's transit system with the aim to ensure equitable access to transportation for individuals who may otherwise face financial barriers to mobility. While the majority of Metro's customers qualify for the program, utilization has been less than expected despite a significant increase in enrollment based on building partnerships with City and County agencies and community-based organizations, consistent in-person outreach, and a strong marketing communications campaign.
Since July 2023, LIFE Program sign-ups, per month, have grown 74%, but the number of active users of monthly LIFE benefits has not kept pace, only growing 35% in the same period. At the same time, LIFE Program participation has not been at the level it could be, with only 15% of enrollees still using the LIFE Program benefits 6 months after joining the program (LIFE and TAP databases).
In 2024, efforts were made to improve utilization rates which included:
* Deployment of E-mail Reminders
* Implementation of the first phase of Auto Monthly Benefits Redemptions
* Activation of Transformative Climate Communities (TCC) Grant, South Los Angeles
* Implementation of a Focused Marketing Campaign
To further address these challenges, on July 25, 2024, the Board passed Motion 48 (Attachment A) by Directors Mitchell, Bass, Dutra, Sandoval, Solis, and Dupont-Walker about the Low-Income Fare is Easy (LIFE) Program, which required staff to conduct a LIFE participant survey and report back about opportuniti...
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