As part of our efforts to improve the customer experience, Metro has implemented a new Station Evaluation Program to ensure our bus and rail stations — as well as the major transit centers that Metro serves — remain in a state of good repair. This is in addition to Metro’s routine station cleaning, which include daily sweeping and mopping, wiping down of TAP vending machines/map cases/hand rails, elevator inspection and cleaning and weekly pressure washing.
All Metro stations and transit centers will now undergo a quarterly inspection to to check cleanliness, that equipment is properly functioning, address any hazardous conditions and more. Once inspected, any issues that need attention are immediately reported to maintenance teams for follow up.
One of the perks of being a councilmember is getting to meet @metrolosangeles planners who oversee station inspections. Today colleagues and I visited the APU/Citrus station and learned how they respond to emergency calls, maintenance and even pigeon concerns! pic.twitter.com/UfjhSDpiLX
— Diane Vélez (@DianeVelez_SGV) January 31, 2020
Prior to this program, Metro mostly relied on various maintenance staff and customers to report issues; there wasn’t a regularly scheduled way to evaluate station conditions over time or track response times to reports. Now we’re able to review stations consistently, so that smaller issues don’t fall through the cracks and become bigger issues down the road. Of course, we still welcome you to report any issues you encounter at our stations in real time by:
- informing Metro staff
- using the station intercom
- emailing CustomerRelations@metro.net or calling 323.GOMETRO
- sending us a message on Twitter @metrolosangeles
The Station Evaluation Program also allows staff to track data to see if any of the issues being reported seem to be reoccurring, allowing staff to proactively seek preventative solutions. For example, after recording recurring incidents of escalators constantly dirtied by pigeons at Redondo Beach Station, staff has installed pigeon abatement measures to help keep station escalators clean. (We’d also like to take this opportunity to thank you for NOT feeding pigeons at the stations and contributing to this issue).
If you’re interested in getting the Station Evaluation reports first hand, we encourage you to attend a Service Council meeting! Meetings are usually held each month around the County and provide opportunities for you to share direct input on service issues in your communities. Service Council agendas are postedevery month; Station Evaluation Program reports are shared quarterly at the Service Council meetings and we anticipate making the rounds at the April meetings.