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Valley Metro I 101 N. 1st Ave. Phoenix, AZ 85003 602.262.7433 October 20, 2023 This memorandum provides information related to Valley Metro security activities. Data is specific to light rail fare collection and code of conduct enforcement and represents efforts by the Valley Metro Safety and Security division and its contract security personnel via Allied Universal Services (AUS). Requested Item: What is the number of guards (Field Security Officers) by hour deployed Attachment A Requested Item: What is the percentage of light rail trains currently covered by Field Security Officers? • 31% Monday – Friday; 29% Saturday and Sunday MEMO FSO Schedule by Hour across light rail? 2 Requested Item: Share Survey Results with Committee, • (Valley Metro 2023 Rider Security Survey attached) Requeted Item: Please provide the non-compliance rate for fare and identification on a monthly basis. • AUS conducts fare inspection/enforcement and code of conduct enforcement, regardless of police presence, on platforms, at paid fare zones, and on trains. Park and ride facilities are also patrolled. • Upon contact with a person on platform/park and ride/train who is in violation of a Transit Ordinance or VM Code of Conduct, AUS-by contract and civil authority in each city and acting as an agent of VM, may take civil action. When/if Identification is provided, AUS personnel may issue a civil citation and may be called to testify in court. • Persons refusing to provide a form of government issued identification showing photo, name and DOB, AUS limited civil authority does not allow for a detention. Police must be called to issue a citation in these cases. • Police must also be called to enforce persons who refuse to leave the system. • Police are called for criminal incidents. • 7,572 citations have been issued by AUS personnel since 2015. Inspections/Compliance and Contacts June 23 July 23 Aug 23 September 23 Fare Inspection % of total rail ridership 11.8% 8.5% 10.7% 7.0% Fare Compliance % of those inspected who produce fare 87.5% 86.6% 86.1% 83.8% Total Contacts (month of September) ------------- -------------- ------------- - 54,942 Total Ridership 757,200 744,337 843,905 815,189 Fare inspection rates are currently falling short of Valley Metro and City of Phoenix’s goal of 20%. Fare inspection rates are inhibtied by AUS personnell availability, and availability and reliability of handeheld validators (HHV’s) which are used to electronically verify fare media. Current HHVs will be phased out as the City of Phoenix’s Fare Collection Modernization System (FCMS) advances, and existing paper fare media area replaced with electronic fare media including stored value smart cards in addition to mobile fares, which were introduced in February 2023. Requested Item: Ideal/optimal stafffing numbers for AUS and cost; stratification model. Optimal transit security staffing, including desired level of security presence, is determined local policy, available funding, and presence of other security personnel and features including law enforcement. The performance and level of security presence across the Valley Metro system is being actively discussed at the level of the Valley Metro Rail Board. 3 Within its presently-authorized financial capacity, Valley Metro has developed a revised deployment strategy for contract security personnel that is expected to result in improved performance and visibility and effectiveness of contract security guards. This strategy is one step toward delivering more visible, effective security across light rail. The deployment redefines roles and responsibilities for varying levels of personnel and establishes the following: • Increased presence of Assistant Account Managers onsite to engage field supervisors. • Two additional levels of system-wide supervision and support for frontline personnel including foot-patrol and mobile supervisors. • Additional roving teams of mobile security personnel. • Additional fixed posts at select locations. • Recruitment and retention strategy to reduce the contract vacancy rate to below 20%. The revised deployment has been initiated and is anticipated to be fully executed in Q4 2023. Valley Metro will continue to monitor the presence and effectiveness of AUS personnel, including the newly defined positions outlined above. Valley Metro will also continue collaborating with rail member cities and the Valley Metro Rail Board, to include discussions related to increasing the level of budgeted security presence. Requested Item: What infrastructure enhancements could be made to better secure stations? Valley Metro is currently evaluating existing light rail stations, beginning with those in the City of Phoenix, to identify and invest in improvements in maintenance conditions, lighting, safety, signage, and station access, collectively referred to as crime prevention through environmental design (CPTED). This work is ongoing, and will include collaborative walk audits with City of Phoenix staff and partners beginning in late fall 2023. Valley Metro has tasked on-call design firm Jacobs Engineering with developing two conceptual designs alternatives and associated cost estimates that could control access at light rail stations. This work is intended to provide a conversation point for Valley Metro and partners in the pursuit of a safer, more secure light rail system. Requested Item: What is the budget for security resources? Valley Metro Rail holds a contract with Allied Universal Security (AUS) for a three-year term (with two one-year options) for $54,552,391. This contract was executed in October 2022. The actual (FY23) and budgeted (FY24) contract value is shown below by city: FY23 Actuals FY24 Budget Phoenix $4.2 $6.2 Tempe $1.4 $2.0 Mesa $1.4 $2.0 Total $7.1 $10.2 4 Requested Item: Provide an overview of how Valley Metro addresses concerns sent to them by community members. 1. Valley Metro is made aware of concern. 2. The Valley Metro staff member responsible for/knowledgeable of area of concern is assigned to investigate, making contact with the community member. 3. An investigation is held with management and a corrective action plan is formed. 4. The affected stakeholder is informed of results of investigation of issue and corrective action plan. 5. Corrective action is implemented and monitored. With respect to community concerns expressed related to security, Valley Metro executive leadership, including Safety and Security executive and managagement-level leadership, and Communicatitons staff routinely meet in person and have telephone and email exchanges with stakeholders. Valley Metro continues to maintain its commitment to these important stakeholder relationships and communications channels. 1 2023 Rider Security Survey Results Overview 2 Background and Methodology • 984 Interviews; margin of error +/-3.1% at 95% confidence interval • 647 intercept responses; 337 web responses • 582 Males; 394 Females • Intercept and online surveys conducted between Dec 14, 2022 and Feb 10, 2023 • Results compared to 2019 Light Rail Safety and 2018 Rider Satisfaction data when applicable Survey Method Total n =984 Intercept 647 Transit Stops 441 On Light Rail 143 On Streetcar 63 Web 337 7 Presence of security personnel improved, passenger behavior worsened 34% 43% 33% 42% 32% 45% 30% 50% 29% 45% 22% 34% 16% 23% 49% 49% 54% 53% 55% 48% 54% 44% 48% 49% 64% 61% 55% 58% 13% 8% 13% 5% 13% 7% 16% 6% 23% 6% 14% 5% 29% 18% 0% 20% 40% 60% 80% 100% Presence of security/fare inspection personnel 2019 LR Cleanliness inside the transit vehicles 2019 LR Professionalism of security/fare inspection… 2019 LR Enforcement of the VM Rail Code of Conduct 2019 LR Cleanliness at the transit stations 2019 LR Your personal security as a rider 2019 LR Behavior of fellow transit passengers 2019 LR Improved Remained the same Worsened All measures show increase in “worsened” ratings compared to 2019 light rail riders. Q5a. Based on your experience using Valley Metro, do you think ______ has improved, remained the same, or worsened over the past 12 months? **Don't know responses excluded 8 Increased presence of security personnel primary reason for improved rider safety Reasons 2023 n=199 Increased security/see more security 27% No problems/improving/feel safe 21% It’s the same 4% VM is doing more to help 3% Nicer people using service 3% VM employees/security are friendly 3% Noticed less incidents/less fights 3% Responsive/quick to respond 3% Drivers are more strict 3% I’m more aware of my surroundings 3% More cameras watching 3% It’s cleaner 1% More people riding the bus 1% Negative Reasons 12% Other 8% Don’t know 13% Q5aNEW. Please explain why you feel your personal safety has improved. 9 Bad behavior of fellow passengers makes riders feel less secure Reasons 2023 n=126 There are more homeless people 21% Too many drunk people high on drugs 16% Weird/crazy people 13% There is not enough security/need more security 13% Not enough enforcement/security does nothing 12% Violence/fights 8% Increased security/I see more security 6% It’s the same 6% People have assaulted me/touched me/threatened me 6% The drivers make it unsafe/ are unprofessional/security is rude 5% No problems 4% It’s dirty/need to clean more 4% Loud music 3% I feel unsafe/less secure (unspecified) 3% Other 4% Don’t know 6% Behavior of fellow passengers 50% Q5aNEW. Please explain why you feel your personal safety has worsened. 11 Riders less likely to feel transit system is safe and secure 30% 47% 51% 46% 10%* 3% 9%* 4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2023 2019 LR Improved Same Worsened Don't Know Q8. Over the past year, would you say that the overall safety and security on the transit system has improved, remained the same or worsened? 12 More security personnel reason for improved perceptions of safety Primary Reason 2023 n=295 Positive Mentions More security/more inspectors 52% More professional security/inspectors improved how they handle situations and enforce rules 7% I see an improvement/not as many problems 6% I haven’t experienced problems/it’s good 5% I feel safer/still feel safe 5% I don’t see fighting/arguing anymore 2% Bus drivers are helping/stopping fights 2% Not letting people stay on all day 2% Respect the ride campaign is working 1% Technology/More cameras 1% Security engages in conversation more 1% Less homeless people <1% Negative Mentions Security not doing their job correctly 1% Need more security/inspectors 1% More homeless people <1% Other 6% Don’t know 7% Q8a. Please explain the ONE primary reason you believe the safety and security on the transit system has improved? Worsened? 13 Half of all riders have witnessed incident that made them feel unsafe 51% 38% 0% 20% 40% 60% Yes Witnessed "Unsafe" Event Personally 2023 n=984 2019 LR n=557 Details of Incident 2023 n=498 2019 LR n=211 Violence/fighting/stabbings/shootings 41% 41% Drunk people/drug addicts 35% 34% Arguments/verbal altercations/yelling 20% 26% People with mental illness/crazy people 6% 6% Sexual harassment 4% 5% Homeless/panhandlers 6% 5% Stealing/people getting robbed 3% 4% People bothering others/inappropriate behavior 7% 4% Rude bus drivers/verbally abusive 2% - Passengers harassing the drivers 3% Other 2% 8% Q7. Have you ever personally witnessed something that has made you feel unsafe on Valley Metro? Q7a. Please provide details of what you witnessed. 14 Fewer than one in four riders report events to VM 27% 20% 12% 7% 0% 5% 10% 15% 20% 25% 30% Notify the bus operator (bus only) Contact a security officer (LR/Streetcar) Call Valley Metro Customer Service Use the Alert VM app (LR/Streetcar only) Q7b. Did you take any of the following steps to report the incident? 15 Few riders are using Alert VM 39% 23% 13% 13% 0% 10% 20% 30% 40% 50% Yes - Familiar with AlertVM App Have not downloaded app Downloaded AlertVM AND have used it Downloaded AlertVM but have not used it 46% who downloaded say the Alert VM App is “Good” Q7b. Are you familiar with Alert VM, the Valley Metro safety and security app for light rail riders? Q7c. Have you downloaded the AlertVM app? Used it? What are your impressions? 16 More than half of riders have Valley Metro app and a majority are satisfied with it Yes, 97% No, 3% Have Smartphone Have VM App Total n=881 Bus Rider n=283 A Light Rail Rider n=325 B Streetcar Rider n=56 C Combo Rider n=217 D Yes 56% 62%CD 56% 45% 56% 39% 28% 23% 5% 4% 0% 20% 40% 60% 80% 100% Valley Metro App 5 - Very satisfied 4 3 2 1 - Very dissatisfied D6a. Is your mobile phone considered a smart phone that allows access to the Internet? Do you have the Valley Metro app on your phone? D6c: Using a scale of 1 to 5 where 1 means “Very dissatisfied” and 5 means “Very satisfied,” how would you rate your overall satisfaction with the Valley Metro app? 18 Overall satisfaction with Valley Metro has decreased 36%* 44% 33% 37% 24% 15% 5%* 2% <1% 2% 0% 20% 40% 60% 80% 100% 2023 2018 Rider Satisfaction 5 - Very satisfied 4 3 2 1 - Very dissatisfied Q10. Using a scale of 1 to 5 where 1 means “Very dissatisfied” and 5 means “Very satisfied”, how would you rate your overall satisfaction with Valley Metro? 19 General appreciation for service drives satisfaction with Valley Metro Reason 2023 n=675 Positive Mentions Good/no complaints 26% Gets me where I need to go 15% Convenient/easy 11% Timely/on schedule/on time 11% Saves me money/gas/parking 6% Good staff/drivers 4% Safe 3% Clean 2% There are more security 2% Great alternative/can always use it 2% It’s fast/quick/faster than bus 2% Like the mobile pass 2% Negative Mentions Slow/doesn’t get to destination on time 8% There is room for improvement 6% Need more security 2% Need to expand more/need more routes 2% It’s not properly maintained 2% Still transient/homeless people on the train 2% Q11a. Please explain the ONE primary reason for your satisfaction rating of ___. 21 Riders are less likely to recommend Valley Metro 51%* 62% 23% 20% 19%* 12% 3% 3% 4% 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2023 2018 Rider Satisfaction 5 - Very likely 4 3 2 1 - Not at all likely Q10a: Using a 1 to 5 scale where 1 means “Not at all likely” and 5 means “Very likely” how likely are you to recommend Valley Metro to other people? 22 Despite decreases for several measures, the likelihood to ride public transit in one year is stable 68% 64% 13% 15% 9% 8% 2% 4% 5% 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2023 2018 Rider Satisfaction 5 - Very likely 4 3 2 1 - Not at all likely Q10b: Using a 1 to 5 scale where 1 means “Not at all likely” and 5 means “Very likely” how likely are you to ride public transit one year from now? 23 23 Conclusions (1) • A majority of Valley Metro riders indicate they feel safe and secure while riding, primarily due to the increased presence of security officers at the transit stops and on the vehicles. • A proportion of riders believe that more officers are necessary to feel safe. • Riders are experiencing more situations that make them uncomfortable. Riders most often point to the negative or troubling behavior of fellow passengers. • ~50% indicate they have experienced violent events (fighting, stabbing, shooting) or encountered fellow passengers who are intoxicated or impaired. 24 24 Conclusions (2) • During a security incident, riders are looking to Valley Metro staff (bus operator or security officer) to report/gain assistance. • AlertVM and VM App are good resources, but with limited range/participation. • Streetcar receives highest rating for safety, with light rail satisfaction declining and now more in line with bus rider satisfaction. • While there is a notable decrease in overall satisfaction and the likelihood to recommend, that decrease does not translate to a decrease in likelihood to use public transit a year from now. • A reflection of our transit dependent community 25 25 VM Action Plan • Focused on the following areas/tactics: • Transit security: • Funding opportunities for social services; peer research; additional training for frontline teams • Service reliability: • Hiring/retention; performance management; health & wellness of staff; service planning analyses (run-time/OTP/COA) • Passenger communications: • Data reliability; missed trip notifications; greater awareness of apps; CEC utilization • Future Board study session on this topic. 26 Questions? Thank you.