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141  Case Study [Example] Agency Interview Guide The purpose of the case examples is to gain information about transit agency fare capping programs that was difficult to obtain from the literature review or the survey. Specifically, this includes the following: ⢠Implementation process â How was the fare cap program implemented? What barriers were encountered and how were they overcome? ⢠Program continuation â Is the fare cap program under any threat for continuation? What is the threat? ⢠Program benefits and costs â What is the consensus about the program? Is it doing what it was expected to do? How strong is the support for the program? ⢠Cost determination â How is the cap fee set? Is it considered to be âfairâ by both the transit agency and customers? ⢠Marketing â What special efforts are made to market the program? ⢠Technology â Are there any issues with the new technology? â Smart cards, mobile apps, account-based services? ⢠Multiple modes â Are there multiple modes served? Are the fees all the same? ⢠Multiple transit agencies â if there are multiple transit agencies in the region, how do they coordinate? Background/Rationale and Objectives The following question asks you to think about how fare capping was introduced or conceived of at your agency. ⢠What were the motivations for pursuing fare capping? Fare Capping Program Design The following questions ask you to think about how fare capping was designed and how impacts to equity and revenue were considered. ⢠How is the cap fee set? Is it considered to be âfairâ by both the transit agency and customers? ⢠Are there any issues with the new technology? â Smart cards, mobile apps, account-based services? ⢠Are there multiple modes served? Are the fees all the same? ⢠Did you estimate impacts to ridership, revenue, fare collection costs? ⢠How did policy and technology come together? A P P E N D I X C
142 Fare Capping: Balancing Revenue and Equity Impacts Customer Engagement and Education The following questions ask you to think about [how] customers were included in program design and how your agency approached public education/marketing. ⢠Did the public weigh in on the concept? ⢠Did you need to change pass structure and pricing? ⢠How did you get people excited? How much effort went into branding, marketing, and public education? Implementation The following questions ask you to think about how the fare cap policy was implemented. ⢠How was the fare cap program implemented? Concurrent to existing fare structure or complete replacement? What barriers were encountered and how were they overcome? ⢠Is the fare cap program under any threat for continuation? What is the threat? ⢠What is the consensus about the program? Is it doing what it was expected to do? How strong is the support for the program? ⢠Do you see improvements (service, customer experience, operations)? Regional Integration (If Applicable) The following questions pertain to integration of your agencyâs fare payment app with other transit agencies/operators in your region. ⢠Regional Integration: How (if at all) is fare capping integrated with other agencies/operators in your region? 1. Describe integration from a technical perspective. 2. Describe fare collection equipment, roles of each agency/operator, and roles of vendor(s). 3. Describe the back office system and roles of vendor(s). 4. Describe the contracting process. 5. Describe the costs. 6. Describe reconciliation. Summary/Lessons Learned The following questions ask you to think back on your experience and think about lessons learned. ⢠Lessons: In hindsight, what were your biggest lesson(s) learned? ⢠Advice: What advice would you give to other transit agencies who are planning to implement fare capping? This could be something you did ârightâ or something you got âwrong.â The Future/Post-Implementation and Next Steps The following questions ask you to look forward to the future. ⢠Your Agency: What are your agencyâs specific plans for fare payment in the future? ⢠The Broader Market: How do you see the broader transit industry (technologies, vendors, etc.) evolving in the next few years? Where would you like to see your agencyâs fare policy/ program in the future?
Abbreviations and acronyms used without denitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACIâNA Airports Council InternationalâNorth America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing Americaâs Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration GHSA Governors Highway Safety Association HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TDC Transit Development Corporation TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S. DOT United States Department of Transportation
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