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2023 Priority Action Item Tracker
We’re focused on prioritizing projects and getting things done for you. We identify and select strategic projects to address and improve areas of customer frustration, what we call Action Items
The tracker below shows the progress of priority action items. To look at the full list of action items and annual status updates,
Make It Safe
Customer Bystander Intervention Training
Last Updated: 7/2/2025
Status: Completed
Metro rolled out Bystander Intervention training to its employees.
Create Integrated Public Safety Dashboard
Last Updated: 7/2/2025
Status: In Progress
Provide the public with timely information regarding security activities, crime, demographics, use of force incidents, and complaints. Information will be publicized through the Marketing and PR department.
Implement Station/Stop Design & Safety Assessment
Last Updated: 7/2/2025
Status: Completed
From Gender Action Plan - develop and implement the Station/Stop Score Sheet to be taken by Metro women riders and Metro women riders groups to audit safety and comfort at Metro stops, stations, and facilities.
Learn More About the Gender Action PlanIncrease Homeless Outreach
Last Updated: 7/2/2025
Status: In Progress
In 2022 Metro was funding a total of eight (8) multidisciplinary outreach teams (MDTs), followed by an expansion to 16 teams in February 2023 and a final expansion to 24 teams in July 2023. The timeframe for the current letter of agreement for 24 teams lasts until June 2027. The onboarding and deployment of 16 teams was achieved in 2024, with full deployment of 24 teams in 2025. Since FY22-23 MDTs have consistently increased the number of people they connect to housing year over year, totaling 4,813 people through March 2025.
Safety For Operators
Last Updated: 7/2/2025
Status: In Progress
Enhance the safety of our operators through coordinated and prioritized improvements.
Make It Clean
24/7 M&E Help Desk Coverage
Last Updated: 7/2/2025
Status: In Progress
The Maintenance & Engineering HelpDesk is now staffed 7 days a week, and able to respond more quickly to maintenance issues reported by our customers across the system.
Bus Stop Contact Information
Last Updated: 7/2/2025
Status: In Progress
Develop and execute a strategy to post at priority Metro bus stops the contact information for the entity responsible for addressing conditions at the stop.
Aging Subway Station Renovations (7th/Metro Center Station)
Last Updated: 7/2/2025
Status: In Progress
The 30% design of 7th St/Metro Center Station top-to-bottom remodel is now complete! We are now moving forward with specific elements of the design that can be completed in time for the LA 2028 Games. Planned station improvements include better lighting, new signage, more seating, restrooms, and art restoration to enhance customer comfort and experience.
Metro Code of Conduct Campaign
Last Updated: 7/2/2025
Status: In Progress
Launch an updated Metro Code of Conduct Campaign, which will inlcude addressing safety, cleanliness, and comfort on-board Metro.
Make It Comfortable
Bus Stop Improvements Plan
Last Updated: 7/2/2025
Status: Completed
Metro staff hosted a Regional Bus Stop Improvements Summit in 2025, launched Metro's Bus Stop Hub resource website, and created the first ever bus stop builder app, featured on the Bus Stop Resource Hub to spark inspiration and encourage bus stop planning and the incorporation of more amenities at bus stops countywide.
Escalator and Elevator Improvements
Last Updated: 7/2/2025
Status: In Progress
Improve elevator and escalator operations without down time through improved monitoring and repair implementation of systems reaching failure modes prior to scheduled manufacturer recommended maintenance and replacements. Includes publishing information on elevator and escalator outages publicly. (Part of LA28 Olympics list of projects)
Camera Visibility and Lighting
Last Updated: 7/2/2025
Status: Completed
Targeted lighting improvements have been made in high ridership stations both at the street and platform level. The Station Experience team is working on creating standards for measuring lighting is sufficient across our stations. Buses now include decals emphasizing that there are cameras watching activity on-board.
Learn More About the Gender Action PlanMake It Reliable
Rail Frequency Restoration
Last Updated: 7/2/2025
Status: In Progress
Rail frequency has been significantly restored since the COVID-19 Pandemic. Most rail lines are now operating at pre-COVID levels, with the D line unable to restore frequency until the Purple Line Extensions Phase 1 opening and improvements to the C and K Line frequency following the LAX/MTC opening.
More Train Service as of July 2, 2025Prioritize Opportunities for Improved Bus Layover Facilities
Last Updated: 7/2/2025
Status: In Progress
Four stations have been identified for improved bus layover facilities for operators.
Bus Lane Acceleration
Last Updated: 7/2/2025
Status: In Progress
Accelerate design of bus lanes and other speed and reliability improvements to reduce travel time for bus riders and increase the efficiency of bus operations. This would double the target speed and reliability improvements from 20 bus lane miles per year to 40.
Light Rail Speed Improvements
Last Updated: 7/2/2025
Status: In Progress
Metro is working in coordination with City partners to develop scopes of work for traffic signal control software that will improve the timeliness of our light rail lines.
Make It Easy
Revamp Customer Information Signage Across System
Last Updated: 7/2/2025
Status: Completed
Make customer information across our system - on-board trains/buses, in stations, customer centers, website, pocket guides, etc. – consistent and easy to read with the must-have information customers need. This includes simplifying Metro contact information - making contact information simple to understand what the phone numbers do across safety, customer information, and TAP.
Improve Spanish Language Communications
Last Updated: 7/2/2025
Status: Completed
Created an internal Metro Latinx Communication Review working group.
Enhancements to Go Pass and LIFE Program
Last Updated: 7/2/2025
Status: Completed
LIFE and GoPass have significantly simplified the sign up process and expanded outreach efforts by opening two new offices in South Los Angeles and San Fernando Valley to ensure these communities had centers directly in their neighborhoods.
Station Wayfinding & Signage Updates
Last Updated: 7/2/2025
Status: In Progress
Conduct walk-throughs of high volume stations (eventually all stations) to assess existing wayfinding and identify gaps/issues to prioritize updates - internal and external
Extended Customer Care and Social Media Response Hours
Last Updated: 7/2/2025
Status: Completed
The initial phase of extended Customer Care and Social Media reponse hours is completed and future expansions will depend on resource availability: 1) East Portal Union Station Customer Center is open weekends; 2) TAP Information hours were extended from 4pm to 6pm; and 3) Social Media response team added 3 staff members to monitor social channels in the evenings and on weekends.
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