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2023 Priority Action Item Tracker
We’re focused on prioritizing projects and getting things done for you. We identify and select strategic projects to address and improve areas of customer frustration, what we call Action Items
The tracker below shows the progress of priority action items. To look at the full list of action items and annual status updates,
Make It Safe
Customer Bystander Intervention Training
Last Updated: 8/9/2024
Status: Completed
Expand Metro's employee Bystander Intervention Training and offer to customers through community and business partnerships
Create Integrated Public Safety Dashboard
Last Updated: 7/8/2024
Status: In Progress
Provide the public with timely information regarding security activities, crime, demographics, use of force incidents, and complaints. Information will be publicized through the Marketing and PR department.
Implement Station/Stop Design & Safety Assessment
Last Updated: 7/19/2024
Status: In Progress
From Gender Action Plan - develop and implement the Station/Stop Score Sheet to be taken by Metro women riders and Metro women riders groups to audit safety and comfort at Metro stops, stations, and facilities.
Learn More About the Gender Action PlanIncrease Homeless Outreach
Last Updated: 7/19/2024
Status: In Progress
Increase the deployment of homeless outreach workers and clinicians across the Metro system; implement homelessness navigation hubs near Union Station and explore other options in the future.
Safety For Operators
Last Updated: 7/8/2024
Status: In Progress
Enhance the safety of our operators through coordinated and prioritized improvements.
Make It Clean
Metro Code of Conduct Campaign
Last Updated: 8/15/2024
Status: In Progress
Conduct Metro Code of Conduct Campaign, which will inlcude addressing safety, cleanliness, and comfort on-board Metro.
24/7 M&E Help Desk Coverage
Last Updated: 7/8/2024
Status: In Progress
Increase staffing levels of M&E Help Desk to provide 24/7 coverage. This will assist in addressing the significant increase in maintenance requests coming from the Transit Watch App, Metro Ambassadors, and other channels.
Bus Stop Contact Information
Last Updated: 8/8/2024
Status: In Progress
Develop and execute a strategy to post at priority Metro bus stops the contact information for the entity responsible for addressing conditions at the stop.
Aging Subway Station Renovations (7th/Metro Center Station)
Last Updated: 6/20/2024
Status: In Progress
Conduct preliminary design to renovate 7th/Metro Station to improve safety, security, accessibility, equity, operations, maintenance, sustainability, and the overall customer experience.
Make It Comfortable
Bus Stop Improvements Plan
Last Updated: 7/19/2024
Status: In Progress
The implementation of recommendations and best practices from Metro's Bus Stop Improvements Vision, inlcuding: partnering with local jurisdictions to provide technical and financial assistance for expanded amenities and shelters, moving forward on bus stop lighting installation, and identifying opportunities for partnerships that may enhance cleaning and/or bus stop activitation.
Escalator and Elevator Improvements
Last Updated: 6/27/2024
Status: In Progress
Improve elevator and escalator operations without down time through improved monitoring and repair implementation of systems reaching failure modes prior to scheduled manufacturer recommended maintenance and replacements. Includes publishing information on elevator and escalator outages publicly. (Part of LA28 Olympics list of projects)
Cameria Visibility and Lighting
Last Updated: 6/27/2024
Status: In Progress
From Gender Action Plan - Expand the ways it advertises the presence of cameras at stations and in vehicles. Metro will also continue to upgrade the lighting at stations, stops, and on vehicles to respond to ongoing requests for better lit conditions. The quality of lighting conditions should be audited and improved through regular safety assessments
Learn More About the Gender Action PlanMake It Reliable
Rail Frequency Restoration
Last Updated: 6/27/2024
Status: In Progress
Restore rail frequency to pre-COVID service levels, including late night rail service.
More Train Service as of Dec 10, 2023Prioritize Opportunities for Improved Bus Layover Facilities
Last Updated: 7/8/2024
Status: In Progress
Examine and invest in bus off-street layover facilities - this will improve reliability by putting buses back in service faster as well as assist operator and customer happiness/health
Bus Lane Acceleration
Last Updated: 7/8/2024
Status: In Progress
Accelerate design of bus lanes and other speed and reliability improvements to reduce travel time for bus riders and increase the efficiency of bus operations. This would double the target speed and reliability improvements from 20 bus lane miles per year to 40.
Light Rail Speed Improvements
Last Updated: 7/8/2024
Status: In Progress
Provide to the Board options and recommendations for light rail speed improvement projects, including quantification of speed increases and travel time decreases that would be expected from these projects.
Make It Easy
Revamp Customer Information Signage Across System
Last Updated: 8/9/2024
Status: In Progress
Make customer information across our system - on-board trains/buses, in stations, customer centers, website, pocket guides, etc. – consistent and easy to read with the must-have information customers need. This includes simplifying Metro contact information - making contact information simple to understand what the phone numbers do across safety, customer information, and TAP.
Improve Spanish Language Communications
Last Updated: 8/9/2024
Status: In Progress
Establish formal procedures and cross-functional group to improve Spanish language marketing and communications
Enhancements to Go Pass and LIFE Program
Last Updated: 8/9/2024
Status: In Progress
Enrollment improvements to the GO Pass and LIFE programs, building on previous changes.
Station Wayfinding & Signage Updates
Last Updated: 8/9/2024
Status: In Progress
Conduct walk-throughs of high volume stations (eventually all stations) to assess existing wayfinding and identify gaps/issues to prioritize updates - internal and external
Extended Customer Care and Social Media Response Hours
Last Updated: 8/8/2024
Status: Completed
Extend Customer Care and social media hours to cover entire service day on weekdays and weekends. Explore working from home options to potentially allow the extended timeframe.
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