Motivated by Improving Customer Experience

MJ MAYNARD-CAREY
Chair, APTA
CEO, RTC Southern Nevada

Being a transit CEO is no small task in today’s climate. Our industry relies heavily on federal support, and with each new Administration comes a wave of policy changes impacting public transportation and how we operate. I may not know what comes next within this landscape, but as CEO of the Regional Transportation Commission of Southern Nevada (RTC), one thing remains clear: We must stay focused on providing safe, efficient, and affordable transportation options for the communities we serve.

Public transit is more than just a way to get from point A to point B—it fuels economic growth, enhances quality of life, and creates vibrant communities by increasing access to jobs, education, and healthcare. Given today’s financial and operational challenges, expanding transit service can be difficult. However, by embracing technology, forging strong partnerships, and implementing innovative solutions, we can continue to enhance the customer experience for transit and paratransit riders in meaningful ways.

Through the power of technology, we’ve expanded options and features for paratransit customers that provide them with more flexibility, independence, and efficiency. Our paratransit customers now have on-demand options using services such as Tango Car and Lyft, giving them greater flexibility by allowing them to book 24/7, same-day rides, unlike traditional paratransit. We’ve invested in digital tools to empower their independence. The myRTCpara website and mobile app allows paratransit customers and caretakers to seamlessly book, cancel, and manage rides from their smartphones or computers and also provides real-time trip tracking, push notifications, and estimated arrival times.

We’re making it easier than ever for eligible individuals to certify for paratransit service. This summer, we are launching a new online certification portal, streamlining the application process, enabling applicants to complete their forms online, submit via email, and receive real-time updates throughout the certification process. This innovation eliminates paperwork, reduces wait times, improves accessibility for applicants, and ensures a more efficient experience for new and returning customers.

Beyond digital tools, we are committed to providing hands-on resources to help riders navigate the transit system with confidence. Our Mobility Training Lab, a mobile extension of the RTC’s Mobility Training Center, brings personalized travel training directly to the community. This innovative program helps seniors and individuals with disabilities practice boarding, paying fares, and planning their trips in a controlled environment, empowering them to use transit safely and independently.

We also rolled out the Tap & GO payment system, a reloadable smartcard that expands payment options for transit riders via a single card, simplifying how customers pay for their rides. Tap & GO prevents lost funds or paper passes; streamlines the boarding process; integrates our mobile app; and supports existing discount programs for veterans, students, seniors, and those with disabilities. It also allows multiple cards to be connected to a single account, making transit more accessible for families and group travelers. By modernizing our fare system, we’re creating a more seamless, convenient, and user-friendly experience.

As a transit CEO, I’m passionate about enhancing mobility for all users. Innovation allows us to make transit more efficient, accessible, and responsive to the needs of our riders. Public transportation has the power to transform lives, strengthen economies, and connect communities. By embracing smart, strategic solutions, we will continue making progress toward those goals.