Railway Age, 10/5/20
MUNI Steps Up Customer Service, Fare Collection
Municipal Railway (MUNI) is phasing in fare inspection. While fare collection has not stopped during COVID-19, inspectors are returning to service this fall and becoming part of a larger ambassador program to provide customer assistance. This includes reminding riders that masks are required and to maintain physical distance. They will ultimately conduct fare inspection later this year, including citation issuance. MUNI is also implementing an upgraded Customer Information System from Cubic Transportation Systems that will use digital signage and an updated mobile app to provide real-time information, including estimates on vehicle occupancy.
As part of the phased approach to fare inspection, inspectors in September began providing riders with service information, fare programs, kiosk location information, physical distancing assistance, and masks when needed at stops and stations. Data is informing deployment, with inspectors serving routes with the highest ridership.
Later this month, the second phase will return inspectors to MUNI vehicles, including light rail, to also conduct fare inspections. No citations will be issued. The third phase, slated to begin later this year, will have inspectors continue customer assistance and return to full fare inspections, including citation issuance as needed.
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