Title
Regional Transit Fare Collection System Improvement Project Update - Citywide
Description
This report provides the Transportation, Infrastructure and Planning Subcommittee with an update of the ongoing joint project by Valley Metro and the Phoenix Public Transit Department to upgrade the region’s fare collection system.
THIS ITEM IS FOR INFORMATION AND DISCUSSION.
Report
Summary
The region’s previous fare collection system project began in 2005, with new equipment introduced in 2007, and included the installation of new bus fare boxes across the regional transit fleet of almost 500 buses. Fare vending machines were installed at light rail stations and transit centers in 2008 when the initial 20 miles of light rail service began. This technology has become outdated with equipment that is beyond its useful life or cannot be repaired due to unavailability of parts.
The new fare collection system is focused on open architecture technology, rider ease of use, and provides the flexibility to perform updates and adjustments to fare programs and expanded features in the future.
The goals for a new fare collection system include:
- Improved fare payment options for customers.
- Improved data collection and ridership/revenue reconciliation.
- Enhanced capabilities for the management of media distribution and reduced fare programs.
- Availability of long-term alternatives with phased implementation.
- Replacement of aging hardware to provide an improved customer experience.
Of note is that there has been no change to existing fares.
The account-based system provides expanded access to buy and manage fares, along with protecting customers’ funds with a registered card and account. The use of cash is still available to all riders to purchase fares or add funds to their account, including:
- Buying a 1-Ride fare onboard buses (780 new fare boxes installed on buses regionally) or at light rail platforms (55 new ticket vending machines installed system-wide, with additional units planned).
- Buying or loading a Copper card at retail locations, light rail stations, or customer service windows.
- Loading funds at retail locations directly to their account on the Valley Metro app.
Currently, transit customers can buy and/or reload funds to their Copper card at more than 850 retail locations Valley-wide. As of October 29, 6,413 Copper cards have been sold at retail locations and 9,453 reload transactions have also occurred at retail locations. The current network includes Circle K, Safeway, Albertsons, Walgreens, CVS and 30+ single location smaller retail stores, with more locations coming soon.
In addition, the system introduces a new program, Smart Fare (fare capping), which provides all customers with equal access to daily, weekly, and monthly fare pricing. Smart Fare gives riders access to a pay-as-you-go system where fares are charged until a daily, weekly, or monthly fare cap is reached rather than paying the full cost of a pass up front. The new system also provides expanded access to buy and manage bulk fare products for the region’s Platinum Program, the Group Fares program (formerly Corporate Program) and the Social Services fare program (formerly Homeless Service Provider Program).
Public Outreach
Outreach for the system launch has included education at community events throughout the region and hosting pop-up events and fare system town halls, as well as conducting on-system outreach throughout the transit network. All information provided during outreach events, online, and on-board transit vehicles has been provided in English and Spanish.
The on-system outreach includes Valley Metro staff boarding buses and light rail trains throughout the region with information about the upcoming transition of the fare collection system, and promotional materials for fare town halls and pop-up events. Fare town halls and pop-up events provide riders with the opportunity to ask questions and, if eligible, apply for reduced fare.
Additionally, Valley Metro staff has attended community events throughout the region with information on the system transition. Events were chosen based on audience, proximity to transit, requests from regional partners/stakeholders, and in collaboration with key organizations.
The following is an overview of the 134 community outreach activities to date:
- 52: On-system outreach (bus & light rail, July - September 2024)
- 19: Fare pop-ups (August - October 2024)
- 13: Fare town halls (April - June 2024)
- 50: Community events attended with fare information
Additionally, beginning in October 2023, staff from Valley Metro and Colibri Collection, an outreach agency for the project, began engagements with frontline transit staff to provide information about the new system and key updates for the transition. This has resulted in 87 outreach visits and/or presentations, accounting for more than 5,000 engagements.
In an effort to maintain equity for the new system, Valley Metro has worked with regional partners to provide new Copper cards at no cost, while in the transition phase to the new fare collection system. As some transit riders previously utilized magnetic stripe fare media, all existing fare media value is transferred to the Copper card for future use. The Copper cards normally have a cost of $4 without any loaded value.
Customer Resources
To help customers navigate the new fare collection system, multiple resources and channels have been established to assist with customer questions, reduced fare processing, crediting passengers with older fare media, and more.
- Fare Support Call Center: Customer support specific to the new account-based system, including everything from viewing Copper card balances to questions about the new fare machines and public website for managing an account.
- Fare Media Credit Processing: Throughout the transition and until December 31, 2024, Valley Metro and City of Phoenix staff are processing credits from old media (magnetic stripe paper passes) to Copper cards or the Valley Metro app at five transit centers across the Valley, as well as at fare pop-up events.
- In-Person Copper Card/Reduced Fare Assistance: Customers can visit Central Station, Ed Pastor Transit Center, Sunnyslope Transit Center, Tempe Transportation Center, or the Valley Metro Mobility Center to apply for reduced fare, request credits from old media to new, or for any assistance needed to obtain or load a Copper card.
- Online Resources: Customers can find information about the new system on the Valley Metro website at www.valleymetro.org/faretechnology or setup and manage their new fare account at www.valleymetrofares.org.
Department
Responsible Department
This item is submitted by Deputy City Manager Mario Paniagua and the Public Transit Department.