Metro - File #: 2020-0060

• File #: 2020-0060
• Type: Informational Report
• Status: Agenda Ready
• File created: 1/10/2020
• In control: Operations, Safety, and Customer Experience Committee
• Title: RECEIVE AND FILE status report on response to Motion 22.2 NextGen Regional Service Concept from Regular Board Meeting on July 25, 2019.
• Sponsors: Operations, Safety, and Customer Experience Commit
• Indexes: Accuracy, Advertising, All Door Boarding, Bus rapid transit, Central Los Angeles subregion, City of Los Angeles, Customer Experience Plan, Customer service, Digital displays, Eric Garcetti, Farebox, Hilda Solis, Informational Report, Janice Hahn, Metro Vision 2028 Plan, Mike Bonin, Motion / Motion Response, NextGen Bus Study, Paul Krekorian, Payment, Procurement, Purchasing, Ridership, Rolling stock, Safety, San Fernando Valley subregion, South Bay Cities subregion, Strategic planning, System architecture, Transfer on 2nd Boarding, Travel time, Westside Cities subregion
• Related files: 2019-0573

Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
MARCH 19, 2020

Subject
SUBJECT: WORLD CLASS BUS IMPROVEMENTS IN ANTICIPATION OF NEXTGEN BUS PLAN IMPLEMENTATION

Action
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE status report on response to Motion 22.2 NextGen Regional Service Concept from Regular Board Meeting on July 25, 2019.

Issue
ISSUE

At the July 2019 Regular Board Meeting, Motion 22.2 by Directors Hahn, Solis, Garcetti, Bonin, and Krekorian was introduced, requesting an action plan to implement key bus customer experience improvements in anticipation of Phase 1 of implementation of the NextGen Bus Plan. Specifically, the motion requested:
1. Strategies to accelerate the ongoing initiatives of "All-Door Boarding" and vinyl seat installation
2. Improved integration between Metro and Municipal Bus Operators in regard to the TAP wallet and flexible loading of money
3. Installing real-time arrival electronic displays on high-performing bus routes
4. Incentivizing respective city agencies to expand the number of bus shelters, particularly on high-performing bus lines

This report provides updates on the status of these efforts and proposes to incorporate this work into the more comprehensive customer experience plan that benchmarks a larger suite of improvements, timelines, estimated costs, and performance metrics. Staff will report back to the Board on this customer experience plan in June of 2020.


BACKGROUND

In January 2018, Metro began the NextGen Bus Study aimed at reimagining the bus network to be more relevant, reflective of, and attractive to the diverse customer needs within Los Angeles County.

In July 2019, the Metro Board approved the NextGen Regional Service Concept, which is the framework for restructuring Metro's bus routes and schedules. Motion 22.2, related to the Board's approval of NextGen Regional Service Concept, directs staff to develop an implementation action plan to make se...