case study

Los Angeles County Metropolitan Transportation Authority

 
 

The Los Angeles County Metropolitan Transportation Authority (Metro) operates the second most heavily used rail transit systems in the United States.  Each weekday, an average of 362,135 passengers ride Metro’s rail line.   Prior to 2012, the rail line operated on the honor system for fare payment – no ticket was required to access the rail lines.  This undercut Metro’s revenue and did little to discourage fare evaders.  As part of the solution, Metro developed the Transit Access Pass (TAP) card - a card that allows passengers to store and pay their fare across rail and bus lines.  Metro commissioned Maroon Society to support the implementation of TAP cards and gate latching at all 95 Rail stations across Los Angeles County.  Through this yearlong process, we dedicated 19,300 hours to educate over 750,000 rail passengers about the use of TAP cards and system changes to Metro’s fair payment and rail access.  We effectively converted all Metro Rail stations in Los Angeles County from paper tickets to TAP Cards.  The result is less environmental waste through printed tickets, greater passenger security with the locking of turnstiles, and larger revenues from a single pay and fare monitoring system.  

Insights

  • 50,000 TAP Cards distributed to rail passengers
  • Less environmental waste from paper tickets
  • Greater passenger security with the locking of turnstiles
  • Larger revenues from a single pay and fare monitoring system.