Smart card transit pass system built on the App Cloud Featured at Dreamforce

LA Metro



App Cloud®

Project Description

Los Angeles County Metropolitan Transportation Authority is three companies in one. LA Metro serves as transportation planner and coordinator, designer, builder and operator for one of the country’s largest, most populous counties. Nearly one-third of California’s residents live, work and play within its service area.  LA Metro transports more than 1.5 million boarding passengers on an average weekday. They have a fleet of 2,000 clean air buses in six rail lines. Also known as a construction agency, LA Metro oversees many buses, rail, highway and other mobility related building projects. Overseeing one of the largest public works programs in America, LA Metro is changing the urban landscape of the Los Angeles region. More than a dozens transit, highway and other mobility projects are under construction or in the planning stages. 

One of those projects is the Transit Access Pass (TAP) Program (www.taptogo.net). With this program, LA Metro strives to improve transit services across all area LA transit authorities. Their goal is to enhance the self-service experience for patrons, improve usability and new capabilities for internal staff, and have a customer friendly site that efficiently works. LA Metro worked with Vertiba on the Salesforce platform to meet these goals. 

Challenge

  • Poor Patron Online Experience.
  • Legacy system was built on antiquated technology that was not reliable.
  • The customer experience was not intuitive.
  • Disjointed Processes – Lack of real time data forced support into using multiple systems.

Solution

  • Fully Redesigned responsive Web Interface allows for a more efficient online experience for desktop and mobile devices
  • Fully integrated with smart card manufacturers to automate fulfilment to patrons
  • Newly created E-Commerce functionality allows card balances to be maintained by the card holder through the new online website
  • Lightning Connect Integration with realtime views into partner point of sale database
  • Architecture allows system administrators the ability to manage changes (like products/fares) without expensive IT resources

Value Created

  • Vastly Improved User Experience
  • Simple to Use and maintain. Ability to manage lost or stolen cards immediately
  • Easy to Understand – Purchases of new cards and reloading of old cards is made simple through the creation of an E-Commerce store front
  • Patron access to real-time account information at their fingertips
  • Information about cards and riders available to support agents instantly, including FAQ’s and Knowledge articles