New Station Evaluation Program aims to keep our stations in a state of good repair

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 Metro’s routine station cleaning, which include daily sweeping and mopping, wiping down of ticket 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.

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:

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 posted here every month; Station Evaluation Program reports are shared quarterly at the Service Council meetings and we anticipate making the rounds at the April meetings.

12 replies

  1. The graphics use the various lines old names. If Metro doesn’t use the new names, how are the people to learn them?
    #consistencymatters

    • This presentation was put together prior to the name change transition. Thanks.

      Anna Chen
      Writer, The Source

  2. How about stem cleaning the Civic Center Station entrance once in a while. It always reeks of urine.

    • Hi,

      Pressure washing on platforms and around station entrances take place once a week.

      Thank you,

      Anna Chen
      Writer, The Source

  3. I am a Metro patron and I have a question. Concerning the up keep of Union Station, does Morlin, the real estate management firm that oversees operations at LA Union Station, receive a cut of each tenant’s rent and/or the space rental fee for private banquets, etc., in the Ticketing Concourse? Or, does Morlin receive a set management fee from Metro regardless how many tenants and banquets, etc., there are? As a citizen/taxpayer I believe I am entitled to receive an accurate answer to this question. Thanks.

  4. Is this program only aimed at rail stations and terminals or does it include bus facilities as well? From my personal experience prior to retiring the Pico/Rimpau Terminal is a joke when compared with the old Pico/Rimpau loop concerning both operation and Customer Connivence and the Argyle / Selma Terminal that can not accommodate all the bus lines previously scheduled there prior to the rebuilding. These are just two locations where Customer Connivence was ignored.

  5. Is there a way when station tap machines are out of order that some kind of notification can be on the machine so we don’t waste time trying to use machines that do not work? Just a sign that says out of order would be good. In addition, when I speak of tap machines, I am referring to the machines where you pay your fare.

  6. Thanks about the answer concerning Morlin and Union Station. Now for another up keep question, this about the cluster of palm trees directly in front of Union Station’s main entrance. Does Metro know that they were not in the vision of the architects back in 1939? They almost completely block the beautiful view of the station front and they are “Mexican” Fan Palms, one of the most thirsty of all palm trees, gives no shade and are not California natives. But wait there’s more, Union Station is next door the DWP headquarters where water conservation with native plants is promoted. I wish these government agencies were reading from the same page.