Lee Andrews Group partnered with the Los Angeles County Metropolitan Transportation Authority (METRO) to enhance the customer experience and safety program for METRO's newly opened K Line, a light rail line serving various Los Angeles neighborhoods, including the Crenshaw area of South Central Los Angeles.

The challenge was to develop a community engagement program that would improve ridership and overall customer satisfaction while reimagining safety measures without the presence of police. Our strategy focused on diversity, equity, and inclusion (DEI) by recruiting, training, and developing a bilingual workforce in collaboration with community-based organizations. This approach aimed to create a safe, friendly, and improved riding experience for all METRO commuters. As a result of our efforts, METRO's K-Line is now recognized as the safest and cleanest light rail line in the METRO rail system, with improved fare collection processes.

We collected over 5,000 surveys to gather valuable feedback and successfully enrolled more than 5,000 low-income individuals in the Fare Made Easy Program. Additionally, we provided assistance and interacted with over 10,000 customers, further contributing to the success of this community-focused initiative.