Customer and Community Engagement
From spring 2022 to spring 2023, RTD engaged with customers, community members and other stakeholders through focus groups, surveys, feedback panels, customer and community meetings, community events, public hearings and open houses. The feedback collected in each stage informed the design of the fare changes.
Phase 1 (Spring 2022)
In April 2022, RTD met with customers and stakeholders to outline the study’s purpose. RTD gathered feedback on the current fare structure and the community’s vision of equity, affordability and simplicity. A summary of the phase one engagement is available here.
Phase 2 (Summer 2022)
RTD used customer and community feedback to develop conceptual fare structure options and presented to customers and community members a set of ideas on how to lower fares and simplify the fare structure. A summary of the phase two engagement is available here.
Phase 3 (Fall 2022)
RTD developed two fare structure alternatives, as well as updated policies and programs. Community members were introduced to the options and voiced their preferences for one of the two alternatives. They also could prioritize features they liked in the design of each structure and provide feedback on the Discount fare structure and other policies and programs. A summary of the phase three engagement is available here.
Phase 4 (Spring 2023)
A final recommended fare structure, policies and programs was developed based on community feedback and additional financial, operational, and fare equity considerations. Customers and community members were introduced to the final recommendation and had the opportunity to provide public comment. A summary of the phase four engagement is available here.
OVERVIEW OF ENGAGEMENT
RTD used multiple engagement methods to ensure customers and community members were aware of fare changes and had the opportunity to express their ideas and preferences in the design of the new fare structure, policies and programs. RTD used an approach centered on customers and equity by:
- Engaging historically underrepresented populations through partnerships with community-based organizations, including Athletics and Beyond, CREA Results, Cultivando, Denver Streets Partnership, Focus ReEntry and Una Mano Una Esperanza
- Performing all engagement activities in both English and Spanish
- Hosting feedback panels with representatives of diverse communities
- Translating fare study materials into more than 20 different languages spoken by customers within the service area
See a recap of the engagements here.